2 Messages
Confusion About Global Pass Activation Despite Airplane Mode
Hi Xfinity,
I recently experienced an issue with Global Pass activation that left me confused about the policy.
I had Airplane Mode with WiFi enabled over an hour before my Global Pass expired, ensuring no cellular activity. I even took a snapshot confirming this. Despite this, the Global Pass still activated.
I was under the impression that Airplane Mode alone would prevent activation unless connected to Wi-Fi. However, I was in an area without Wi-Fi and still incurred charges.
Initially, the only messages which came through my phone's primary messaging app were from Xfinity telling me my pass was going to expire in an hour and then one to say a new pass was activated😵💫
I used the same process I used on my last international trip in June of this year, so I am wondering what has changed.
If Xfinity's policies have changed, could you please clarify? Should customers also pause messaging or Wi-Fi calling to prevent unwanted Global Pass activations? Clear guidance on this would help avoid situations like mine.
As a customer, I’m not looking to interpret complex rules—I just want straightforward answers to avoid unexpected charges.
If you are in Airplane Mode and have Wi-Fi activated, will you still get charged for a Global Pass? If so, why? What are the features (outside of texts from Xfinity), that will trigger the Global Pass?
Thank you!
EG
Expert
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107.6K Messages
1 month ago
The concern is not "Community Knowledge Base" related..................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJamesC
Official Employee
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1.8K Messages
1 month ago
Greetings, @user_31285m! Thanks so much for taking a moment out of your busy day to leave a post on our community forum about the Global Travel Pass. I was able to locate some details about the activation process on our website at https://www.xfinity.com/support/articles/global-travel-pass
It doesn't sound like your pass should not have reactivated if your phone was in airplane mode, but I'm not sure if factors like a change in time zone or pending messages that were sent while you were still active but delayed until you turned off airplane mode would cause the reactivation. Regardless, I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat - https://www.xfinity.com/xfinityassistant/?channel=xMobile - where an Xfinity Mobile expert is available 24/7?
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