Visitor
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2 Messages
No Service in Zambia (Global Travel Pass) and cannot get live chat agent Support – Now Completely Stuck
Hi, I really need help.
I’m currently traveling in Zambia using Xfinity Mobile’s Global Travel Pass, and my service has been almost completely unusable since I arrived.
At this point, I have:
No ability to make or receive calls
No ability to send or receive texts
No working mobile data
My phone shows (4 bars), but no signal, that is no LTE or 3G signal. Nothing actually works.
What’s most frustrating is how much time I’ve already spent trying to fix this:
Countless hours on chat support. A few days ago I was on a chat for over 6 hours. (only managed to partially restore data at the time)
Another 5 hours yesterday, which somehow made things worse (now even data doesn’t work)
Got disconnected while chatting with a supervisor after hours of troubleshooting
Today, I can’t even access chat support. It says no agents available
Support had me install a new eSIM, but that didn’t fix anything. I still have signal bars with zero actual service.
To make things harder, I cannot call or text support—my service is completely down. I can only use WiFi, which is unreliable where I am, so even staying connected to chat is difficult.
At this point I feel completely stuck and honestly pretty desperate for a real solution.
Has anyone dealt with this while traveling internationally?
Is there a way to escalate directly to Tier 2 or someone who can actually resolve this?
If any Xfinity reps are here, I would really appreciate urgent help.
Thank you.
XfinityThomasC
Official Employee
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3.2K Messages
2 hours ago
Hello, @user_ky8esx did you prepare your device for international roaming? 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. You may need to restart your device for the settings change to apply. To use your phone for international calling and data, international roaming needs to be turned on for your line. For further assistance, please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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