My Wireless Device
Your wireless device must comply with all applicable Federal Communications Commission regulations, be certified for use on the Visible network, and be compatible with your Service. We may change your wireless device's software, applications, or programming remotely, without notice. This could affect your stored data, or how you've programmed or use your wireless device. By activating your SIM (Subscriber Identity Module), you agree we own the intellectual property and software in the SIM, that we may change the software or other data in the SIM remotely and without notice, and we may utilize any capacity in the SIM for administrative, network, business, and/or commercial purposes.
Visible has instituted a device unlocking policy to help minimize theft or fraudulent activity. Devices purchased or obtained from Visible will be locked to work exclusively on our network for 60 days from the date the device is activated on the Visible network on the specific account associated with the device purchase. Please see our policy for more details.
Coverage and Service Availability
Wireless devices use radio transmissions, so unfortunately you can't get Service if your device isn't in range of a transmission signal. And please be aware that even within your network coverage area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage, weather and the availability of roaming networks. Please check visible.com for our estimates of what network coverage could be available at any particular address.
We may take any action to protect and maintain the integrity of the network, which could include canceling Service for a user that is abusing our network and services in a way that would negatively impact that ability for other members to enjoy our services.
If you lose Service for more than 24 hours in a row and we’re at fault, contact Customer Care within 180 days and we’ll give you a credit for the time lost. This is your only right for interrupted Service.
What is roaming?
You're "roaming" whenever your wireless device connects to a network outside your coverage area or connects to another carrier's network, which could happen even within your coverage area. Your data service may be limited or slowed when roaming.
You are responsible for paying all mandatory taxes and fees set by federal, state, and local governments that we are required to collect and remit to the government, but we’ve made it simple for you by including the taxes and fees in the all-in cost on your service statement. We require a minimum payment of $5 for Service each time you are charged to ensure that your payment will cover the required taxes and fees.
Service Charges and Payments
The availability of Service depends on your payment in advance of the service charge when it is due. If you fail to make payment when due, your Service will be suspended and/or canceled. By making a payment, you will have access to Service for the designated period of time. If your account is deactivated for non-payment, it will be suspended for 60 days. If payment is not made within the 60 day period, it will be canceled. When your account is canceled, we will re-assign the phone number associated with your account, and that phone number may no longer be available to you.
We will not provide you with bills, so you will not receive a regular bill for your payments. You can access your account via the Visible app or on our website at visible.com. You are responsible for paying all charges for the Service provided under this Agreement, including charges made - with or without your approval - by any person you permit to have direct or indirect access to your device.
If you have a payment method stored on file, you authorize Visible to credit your default payment card in the event any refunds or other billing adjustments are appropriate. If you find a payment error, please contact Customer Care at least 4 days prior to your next service payment due date.
Lost or Stolen Devices
We're always here to help! It's important that you notify us right away at visible.com, so we can suspend your Service to keep someone else from using it. If your device is locked and it is reported as lost or stolen, we will take steps to ensure that the device remains locked.
Our right to limit or end Service or end this Agreement
We hope it never comes to this, but we can, without notice, limit, suspend, or end your Service or this Agreement with you for any good cause. We want to be able to help all our members get the Service they deserve, so if you behave in a way that prevents us from fairly serving all our members, we may have to take action. In other words, we won’t tolerate any lying, cheating, or shenanigans.
“Good cause” could include (but is not limited to) if you: (a) breach this agreement; (b) resell your Service or obtain devices for resale; (c) primarily use data outside the Visible coverage area on other carrier networks; (d) use your Service for any illegal purpose, including use that violates trade and economic sanctions or government regulations; (e) install, deploy, or use any regeneration equipment or similar mechanism (for example, a repeater) to originate, amplify, enhance, retransmit or regenerate an RF signal without our permission or attempt to use our Service on an unauthorized device; (f) if we are permanently unable to provide Service to you.
We can also, without notice, limit, suspend, or end your Service or this Agreement if you, any user of your device, or anyone using your Account: (a) threaten, harass, or use vulgar and/or inappropriate language toward our representatives; (b) interfere with our operations; (c) "spam," or engage in other abusive messaging or calling; (d) modify your device from its manufacturer's specifications; (e) use your Service in a way that negatively affects our network or other customers, such as by persistently using excessive amounts of data in ways that negatively impact our ability to service other members or in ways that defy normal and reasonable usage patterns; (f) abuse or game our Service or promotions for any fraudulent or improper purpose; or (g) use of our Service to provide internet connectivity for the primary purpose of crypto-mining. For example, if you use your Service in an inappropriate or unapproved way, like manipulating our Service to use it as a replacement for a home broadband service, then we may take action to limit, suspend, or end your Service. We may look at usage patterns or activity to determine if it appears that you are using your Service as a home broadband replacement, including how data services are used and if the Service is being used exclusively, or near exclusively, through the hotspot feature.
We can also temporarily limit your Service for any operational or governmental reason.