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Monday, April 22nd, 2024 7:51 PM

Forced Global Pass

I am traveling internationally. I have my mobile data switched off and my data roaming switched off. I still keep getting charged for Global Pass. The rep is telling me that it's out of their hands, the only thing that can be done is to remove Global Pass off my account in full. This does not seem correct to me, there are some days where I absolutely want to pay for the global pass but for 85% of my trip the town's WiFi covers all my needs. How is it possible that turning off mobile and roaming data doesn't stop the phone from connecting to cellular?

Official Employee

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1K Messages

6 months ago

This is a great question! @Stejea I am glad you reached out about your global pass concerns. 

You can reduce text and data usage charges while roaming by enabling Global Travel Pass and using Wi-Fi, where available. I hope you're having a great time on your trip. Please let us know if this answers your question. 

Visitor

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1 Message

6 months ago

Did not answer his question and too got whacked for $100 when I turned off roaming AND data. This is flat out wrong

Official Employee

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1.5K Messages

 

user_310525 Did you see BruceW's response about switching to Airplane mode? This would be the best way to make sure you are using local WiFi when avabile. 

 

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Gold Problem Solver

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25.9K Messages

6 months ago

... I have my mobile data switched off and my data roaming switched off. ...

Unless a cellphone is in airplane mode it will still communicate with cell system towers, even with data and roaming switched off. Cheeky of them to charge you for an idle phone, but not really surprising.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

1 Message

7 days ago

OMG!!!!  The same thing happened to me!  My wife and I activated our Global Travel Pass prior to going to Europe. We were told that we would NOT be charged as long as we had our Mobile Data and Data Roaming switched off.  So, we switched them off and just used Wi-Fi.  However, every day we would get a text from Xfinity stating, "We have noticed activity on your account and you're now being charged for today."  (Obviously, there was no data or cellular usage since Mobile Data and Data Roaming were switched off. )  When I got home, I logged in to my Xfinity account and it showed 0.01 megabytes used every day. I called up Xfinity and told them that the only data "usage" was from THEM sending me that stupid text message!!!!   After months of calling and escalating and talking to different supervisors ......... I gave up.  30 years as a Comcast/Xfinity customer and they had no interest in "making it right".  Extremely disappointing!!! 

Official Employee

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1.3K Messages

 

user_q3f7ua, This is not the experience we want for our longtime customers. I appreciate your feedback and want to assure you that I will be submitting this to our managers to see what can be done. When you get a chance, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

Let me know if you have any questions.

 

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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