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2 Messages
Global travel pass
I just returned from a two-week vacation. Before I left, I signed up for Global Travel Pass. My plan was to use only Wifi during the trip and only activate the Travel Pass to access cellular/data in case of emergency. So I turned cellular data off for the whole trip. When I came home, I found that I was charged for a global travel pass every day anyway! When I called customer service, I was told that the global travel pass activated automatically because I did not have airplane mode turned on, even though I only sent texts or used the internet when on Wifi, and I made no calls at all! This is not explained when you sign up for global travel pass! On Xfinity’s Global Travel Pass FAQ page it says: “you’ll only be charged when the pass is activated. To start an active travel pass session, just make or receive a call, send a text message, or use data while in a covered country.” … I think this is very misleading and now I read this community forum I see many other people also were misled by it. Based on all the questions in the community forum in the past, Xfinity must know by now that their instructions are not clear and they are basically ripping people off when they travel. I do not think I should have to pay for any of the global travel pass sessions, but when I called, they only agreed to waive $25 of it as a courtesy. This seems very wrong to me and I’m considering leaving Xfinity after being a customer of theirs for decades, using TV, Internet, and now mobile services.
XfinityPaula
Official Employee
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1.4K Messages
2 months ago
Hello margieruth. Good morning, and thank you for sharing the experience that you had with the global pass activating while on vacation. Vacation should be a wonderful restful time, worrying about your mobile use when you thought you had done everything correctly is not an experience I would want for myself or my customers. I would be happy to look into this for us and help connect you with our mobile peers to see if we can have the charges offset and submit feedback to help improve our communications with our customers and how global pass fully works and the requirement for airplane mode to be enabled.
Please send us a direct message with your name and service address. I would love to dig into this for us to help correct the charges and the details for our services.
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user_ixz83s
3 Messages
1 month ago
Hello Xfinity,
I tried to contact you but you didn't help. So here I am reaching out again!!
At the Xfinity store to find out about the global travel pass, and we were told that the only way it would be activated is if we call or text when not on Wi-fi and it will de-activated after 24 hours. We only texted or called when on wifi. I used Global travel Pass 2 times and John used it 3 times during Jan and Feb and early March. To our shock we found out that global pass over-rides wifi and activates itself and then charged John for 50 passes ($500) and I for 45 passes (i.e. $450).
This is fraud! And we request a refund of $900. This is completely unacceptable. And it is interesting that since we disconnected from Global Pass on March 10, texts etc are being charged at a much lower rate. Again, this is FRAUD!!! And how do we get you to listen!!???
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