Spectrum Mobile customer returns to Visible after four months over eSIM and billing problems

The writer and their partner had spent a decade as T-Mobile customers before switching to Visible last year, and described that service as strong, the plan features as a good fit and the price as fair. The move to Spectrum Mobile followed an offer of two Unlimited Plus lines plus 1Gbps home internet for $100 a month in total, or $30 for each phone line plus $40 for internet.

Trouble started during setup. A physical SIM for the writer's phone activated without issue, but the eSIM sent for the partner's number either expired or was never generated correctly, which required calling Spectrum. Live chat, the writer said, was of little use. A support representative told them the partner's number had never actually been set up, then transferred it to the account in about 15 minutes.

About two months later, the bill arrived at $70 for the two lines instead of $60. The partner's line was charged the expected $30, while the writer's line was billed at $40. After being passed between several agents, the writer was told the $30-per-line offer for both numbers did not exist, despite having been given that figure by phone when the account was opened. A 12-month promotional discount to bring the line back to $30 was offered instead, but not the 24-month price lock the writer believed had been agreed.

A month before writing, the writer was setting up a Pixel 11 Pro for review and tried to convert the physical SIM to an eSIM through the Spectrum Mobile app. The app reported that the phone was not compatible, and because the Pixel 11 Pro has no physical SIM slot, the SIM could not simply be moved over from a Motorola Razr Fold. Two Spectrum agents said the Pixel 11 Pro was unsupported. Asked whether the SIM could be converted using the Razr Fold's IMEI, an agent said the Razr Fold was not compatible with Spectrum eSIMs, even though the writer was using that phone on the network at the time.

The writer then entered the Pixel 11 Pro's IMEI on Visible's website and had the number transferred and activated on the new phone in about 15 minutes, without speaking to a representative. They wrote that they cancelled the Spectrum Mobile account and do not intend to give the carrier another chance. The account does not include a response from Spectrum Mobile, and the article is a first-person review of the writer's own service.