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National Wireless Independent Dealer Association

Select Google Phones Disconnected from Visible After Update

Visible, the (are they/aren’t they) Verizon-owned MVNO has sent out an email to its customers notifying them of an urgent issue with Google Pixel phones:

“Hi Mr So and So… – urgent update: If your Pixel prompts you to install an Android 10 security patch, don’t. The patch will sever your connection to the Visible network. We realize you’ve maybe installed the patch already. Hang tight; we’re working right now with Google on resolution. More to come later today.”

– Visible

On-line, a Visible employee commented that it was only Pixel 1 and 2s devices that received the message. Other Pixel devices are not affected by this issue.

A few hours later, an update stated Visible was replacing devices affected by the update error:

Recently, Google released the Android 10 security patch. If you’ve installed this patch, you’ve probably noticed you’re unable to call or text on your Pixel device. This isn’t an experience we want for our members in any way, so here’s what’s going to happen next:

To keep you humming on Visible, we are sending to you a brand-new Pixel 3a XL at no charge, and it should arrive by the weekend or soon after.
All we care about is giving you a great mobile experience, and we’ll continue to do that even during times like this.

If you have questions: text 99370, tweet @VisibleCare or tap HELP in the app.

NWIDA members, contact us today if you need our assistance and if you’re not yet a member, we invite you to join today.
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