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Google Fi customers are unable to receive calls from MVNO carrier Visible 0 Recommended Answers 18 Replies 10 Upvotes
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I have an open ticket, number 7-7244000030935, but the support has been VERY poor so far.

My whole family is still using Visible as their carrier.  I got fed up with them and left.  One of my co-workers uses Fi.  This is all relevant, I promise.  As soon as my number ported out from Visible and in to Fi, the Visible numbers cannot reach me.  Here's what I've been able to verify.

My family is all iPhone users.  I am not.  I'm currently on a new Samsung Galaxy S21, purchased from Google directly.

Visible customer calls me.  They hear 1 ring.  I hear 1 ring.  Call is disconnected.  I see "missed call", they see "Call Failed".  I call Visible customer.  No issues.

To rule out this being an iPhone problem, I had my co-worker call me from 2 different iPhones on 2 different carriers (Fi and Mint), and there were no issues.

To rule out this being a porting problem, I called my co-worker from my wife's phone (Visible to Fi), same behavior.

I found a recent Reddit thread, confirming the issue with other Visible/Fi customers.


So far, Google has escalated my case to a specialist on Sunday 4/25, and the support I've received since that time has been just atrocious.  In the 4 DAYS since it's been transferred to a specialist, I've received 4 emails containing 5 minutes worth of troubleshooting, none of which has any relevance to the issue at hand.

I'm also attacking this problem from the Visible end of things.  My first attempt at contacting Visible, they told me that Google must have messed up the Port In.  After further troubleshooting and proving this isn't a "me" problem, I was able to get them to escalate up to their next level support yesterday.  Now it's a race to see who provides meaningful help first...

Since I'm getting quite literally nowhere with Google's tech support, I'm reaching out to the community.  Have you had this issue, and have you resolved it?  Is there anyone out there who knows for certain that they CAN receive calls from Visible customers?
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Welcome to the forum.
Yes, Fi can receive calls from Verizon/Visible numbers
When did you port from Visible to Fi?
 
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I ported to Fi on Sunday, and received confirmation that the port was complete less than 15 minutes later.  It's not a porting problem, as the behavior was confirmed by using an unrelated Visible customer phone to call an unrelated Google Fi customer phone.

As you can see in the reddit thread, numerous other customers have reported the problem as well.

This is not a "me" problem.
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I see from your reference to working with support that the port was over 4 days ago. I'll be escalating this now.
 
Meanwhile, you can try a reset
 
 Turn the phone off
 Remove the SIM
 Reboot
 Open settings and go to apps, and clear the cache and data for the Project Fi app and Google Connectivity Services
 Turn the phone off
 Reinstall the SIM 
 Reboot
 Make sure you are connected to a WiFi network. and signed in with the Google account associated with Project Fi.
 Install any updates for Project Fi and Google connectivity services.
 Open the Project Fi app and go through the activation process.
 
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FYI - I just received an update overnight:

"They've informed us that there is an ongoing issue at your location and their engineering team has been working on this."

So this is apparently a known issue that it took 5 days to tell me about.  No indication of how long it's been happening, or an ETA for a fix.
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Thank you for the update, I have already submitted the escalation.
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While you are escalating this case - please escalate my request for bill credits.  My previous attempts through emails and chat support have been completely ignored.

If I can't use the service to stay in contact with my wife and kids, why should I be paying for it?
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Give the higher tier of support a day or two to contact you on this and ask them at that time about bill credits 
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The issue was escalated to "higher tier" support on Sunday, and from that point, my experience has been terrible.  

I received the first email on Monday asking for phone numbers having problems
24 hours later (Tues) the next contact only asked "are you still having the issue", then delete the contact from my phone
24 more hours (Wed) and I was asked to call other people from my wife's Visible phone
At this point I vented my frustration at the lack of progress and quality of support
24 more hours (Thurs) I got a boiler plate answer of "rest assured, we're working on it" 
At this point I vent some more about the poor support model, lack of progress, and ask about bill credits
8 hours later (Fri) I FINALLY receive confirmation that this is a known issue in my area, with not even an acknowledgement of my request for bill credits

So it took 5 days to tell me what should have taken 5 minutes.  Along the way, my problem was not researched, my PHONE was troubleshooted instead of the network, no meaningful updates were provided, I was left to do my own troubleshooting and research,  and my request for bill credits was ignored.

I am getting very tired of being told to sit and wait for "higher tier" support, when "higher tier" support has not shown any interest in asking meaningful questions, providing meaningful updates in a timely manner, even acknowledging that I've already made this request for bill credits, and the turnaround time on "escalated" issues has proven to be 24 hours PER COMMUNICATION.  

If this is a known network issue, I should have been told that on MONDAY, not FRIDAY.  Is it any wonder I'm upset, and reaching out in every conceivable manner I can think of?  How would you expect a person to feel when it takes 5 days to have what should be a 5 minute conversation?
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The higher tier that I escalate to is not the same higher tier as the one you were in touch with through normal Fi support.
 
The people I escalated to are indeed a higher tier than you can contact through the regular support venue.
An hour ago I was contacted and told that they are taking over the case to assist you.
 
I hope it gets worked out.
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Having exact same problem receiving Visible calls to my pixel phone with Google Fi
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