In the wake of a significant nationwide disruption to Verizon's network, the carrier has moved to placate its customer base. While Verizon itself announced a $20 credit via its app, its sister company, Visible, is now following suit with its own gesture of goodwill. The question on many minds is how this affects Visible subscribers and what the offering entails.
Visible's Apology for Network Issues
Visible, known for its more affordable unlimited mobile plans, is texting its customers to acknowledge the recent service interruption. The message promises a $5 credit towards their next bill as an apology. This credit can be redeemed after January 16th when paying online with a credit card. Visible emphasizes that this credit is not intended to fully compensate for the inconvenience but rather to acknowledge the disruption and show that customer experience matters to them (Visible, 2024).
For those still experiencing connectivity problems, Visible suggests a simple device restart - powering the phone down and then back on. While the credit amount is smaller than Verizon's offering, it appears to be relatively straightforward to claim, potentially integrated into the bill payment process. It's also noted that, similar to Verizon's approach, the credit doesn't seem to differentiate between users who were demonstrably affected and those who may not have noticed the outage.
Why the Smaller Credit? Value on a Budget Network
The disparity in credit amounts between Verizon and Visible can be attributed to their distinct pricing models. Verizon cited its $20 credit as being based on the cost of "multiple days of service." On Visible, however, which operates on Verizon's underlying network but offers lower priority data access, the cost for equivalent service days is significantly less. Visible's unlimited plans start at a competitive $20 per month, with prices extending up to $33 per month (Visible, 2024).
Consequently, a $5 credit represents a more substantial proportional value on Visible's budget-friendly plans compared to the $20 credit on a typically higher-priced Verizon plan. For example, if a user's monthly bill is $25, a $5 credit is a 20% discount, whereas for a Verizon customer whose bill might be $70, a $20 credit is closer to a 28% discount. This highlights how the perceived value of the credit is directly tied to the cost of the service itself.
Rollout and Accessibility of the Offer
While many Visible subscribers received the notification text promptly, some users on platforms like Reddit reported not yet getting the message. However, reports suggest that customers who contacted Visible's support were still able to confirm their eligibility for the $5 credit, indicating a potentially staggered rollout rather than a complete omission (Reddit User, 2024). This suggests that the offer is likely universal for Visible customers who experienced the disruption, even if the notification method varies.
The situation underscores the complexities of managing a network that serves both premium and budget brands. When disruptions occur, the response needs to be tailored to the economic realities of each service tier. While $20 might seem like a fair compensation for a premium service, $5 reflects a similar consideration for a value-oriented provider like Visible. Ultimately, whether these credits fully compensate for the inconvenience is a matter of individual perspective, but both carriers are taking steps to acknowledge their customers' experiences.
