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user_5s732o
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Saturday, October 11th, 2025 7:03 PM

Lots of conflicting information on Premium Unlimited and International Service and data

I received an email about an upgrade to Premium Unlimited.  It said when I clicked on the link that calls and texts were free in 215+ countries.  It also said that Premium Unlimited came with 10 GB of international data per billing cycle so no Travel Pass required under that limit  https://www.xfinity.com/mobile/learn/plan?MID=chq_upsell_xm_apple_ga_adhoc_email_20251007&eid=d03a1d0c8df12af92e5438b9114ba52b4cca33f9428cd95e2fb78469ab3ad036 

This was also stated in an FAQ https://www.xfinity.com/support/articles/traveling-internationally  

In another Xfinity web site, it says Calls and Texts in 215 countries but need Travel Pass at $10 a day for International Data

In an answer in this forum, the answer says Calls and texts are covered in 215 countrires, but data requires a Travel Pass  https://forums.xfinity.com/conversations/xfinity-mobile/can-i-use-xfinity-mobile-when-i-travel-internationally-answered/68d412a01c1ab67c00398a8a 

When I logged into my account to look at changing my plans to Premium Unlimited, there was no mention of Calls/texts or data internationally.  The list of benefits was in the same format, just omitting the last line with International benefits

So I called Xfinity Mobile and was told there are no international benefits with the Premium Unlimited plan.  This person didnt speak english very well

I waited a day and called again discussing with the agent about what I am seeing ojn line about the Premium Unlimited Plan and they said that information was not correct and that there are no International Benefits with Premium Unlimited

Xfinity's own web sites and agents contradict each other.  So how am I too know what this plan actually does and be Gauranteed that when I travel over the next year any applicable benefits will be in effect?

Please advise

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1 month ago

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EG

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114.7K Messages

2 months 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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XfinityThomasD

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1.6K Messages

2 months ago

 

Romer I'm sorry to hear there is so much confusion and miscommunication for international calls. From my experience, there was a change on September 30th to provide Premium Unlimited plans on the 5th Gen plans, which shows the same details from our website. This change now includes the Global Travel Pass benefits for Premium Unlimited, with unlimited talk/text to and from the U.S., Canada, and Mexico, and the 10 GBs of data in 215+ areas worldwide.

 

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user_5s732o

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Thank you for your response.  It makes sense it is a new plan role out. As I said, when I tried to upgraade my plan I didnt get the 5th gen plan as an option as there was no mention of International benefit.  Your phone agents are not aware of it, so who I I contact to make sure I can get this and change my plan?  Would an Xfinity store have the current information?

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2 months ago

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XfinityThomasD

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1.6K Messages

My team can try reviewing the plan on our end and create a ticket for our XM Escalations Team to help further if needed. Please send our team a direct message with your full name and address.

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "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.
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

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2 months ago

user_5s732o

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5 Messages

Thank you, DM sent.  I appreciate your response

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2 months ago

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user_5s732o

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5 Messages

sorry not resolved yet.  ThomasD did reach out, but by the time back and forth in chat got to start answering my question, I had to leave.  I will follow up with him again.

I was explained this is a Phase 5 plan that just started even though there are posts on this going back months

If I go checkout plans available through my account login, I get the one with free international data.  If I go into my mobile plan to see the options I can switch to, the international lines in the description are not there.  One plan with several DIFFERENT options depending on what link you select

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2 months ago

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XfinityThomasA

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3K Messages

 

Romer - Our team is here to help! I see you've sent us a message, let's continue there!

- XfinityThomasA

 

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

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2 months ago

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user_5s732o

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5 Messages

1 month ago

I chated for a while with a rep and upgraded my service to Premium Unlimited.  No where does it say in my benefits that I have the international benefit

The rep said I could look at Global Travel pass and it wouldnt be an option.  It is still enabled on my plan so maybe it takes 24 hours.

They then said I could refer to a link that brought up this window

I then let them know that link does not show the international calling and Data

I then sent them a link that does.  This is a big part of my confusion how the links all show different things and the two phone operators said there was no International calling or data with Premium Unlimited

I wish there was a way to see somehow I now have these benefits, but they could not provide me one

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XfinityThomasA

Official Employee

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3K Messages

Our team can help clear up any confusion, user_5s732o. There are few links I have shared below that display all the details regarding the Premium Unlimited Plan.

https://www.xfinity.com/learn/mobile/plan/international
https://www.xfinity.com/learn/mobile
https://www.xfinity.com/support/articles/traveling-internationally

 

 

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

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1 month ago

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user_zx4qrh

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1 month ago

I recently was asking agent online about Premium Unlimited at 100gb data, as my unlimited plan only gives me 30gb.  She said, "oh, you have Unlimited Premium.  Premium Unlimited is a different plan." 

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