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sakthidanday
1st Topic

2 Messages

Monday, July 15th, 2024 9:47 PM

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International Roaming Charges and bad customer support

My daughter was travelling to Europe and Xfinity mobile international roaming did not work for a few days during the week of June 24 (some widespread outage across multiple providers). I was on call with support for several hours and they've asked us to try different things on the phone and they tried updating on the back end to no avail. Finally it started working on 27th but I got a text message that there are roaming charges on the number for over $120. I frantically called support and added Global Travel Pass. Now I am requesting to please convert the Pay As You Go charges to Global Travel Pass but Xfinity is not willing to do it. 

I am disappointed and frustrated with the pain we went thru with my 17-year-old in a foreign country with non-functional phone for 4 days and then on top of it getting charged so much.  

I wish the customer service helped in situations like this. It's just how you account for usage and why is it difficult to move from Pay as you go to Global Travel pass to help out customers. 

Worst customer service I've even had to deal with. They say they've sent it to billing department and they will take care of it. Nothing happens. I think they just say to get off the CS call. I will not be recommending anyone to Xfinity and will move out as soon as I can. 

 

Question

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Updated 

9 months ago

153

1

0

XfinityDilary

Official Employee

 • 

2.1K Messages

9 months ago

 

sakthidanday Thanks for posting on our community forums. I'm sorry to hear about your recent experience. When your device’s data roaming settings are toggled on, you can use your device at the specified rates for the country you’re visiting. When data roaming settings are turned off, your device won’t connect to any non-U.S. cellular networks and you won’t incur any data roaming charges. If the charges were incurred while roming was on, those charges would be considered valid. Unfortunately, we are not able to backdate the Global Travel Pass to cover that timeframe. My apologies. 

 

2

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sakthidanday

2 Messages

Thanks for the quick response. I understand how roaming works and is charged. You had a major outage for a few days where roaming never worked.  You can go back to my multiple calls to CS asking for help where at one point I was asking for a temporary device unlock for us to get a local SIM card for international roaming. 

During the confusion, we turned on and off the Global Travel Pass (GTP) multiple times. In my current bill, I have GTP for 2 days, then off where I got charged $120 and then I called CS to turn it back on. It is unfortunate that you are NOT able to consider those few hours of GTP gap and charge us for that day instead of a Pay As You Go charge of $120. Clearly, you are just out there to rip off customers with no true "customer service".

9 months ago

0

XfinityDilary

Official Employee

 • 

2.1K Messages

Thanks for clarifying, sakthidanday. I misunderstood your initial post. If the issue is related to the Global travel pass not being honored during a timeframe where you did set it up, we can help investigate. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

9 months ago

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