Visitor
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1 Message
Global Travel Pass and 1st Level Support Failed Me - Help!
I have had Global Travel Pass for years but ran into problem during my recent trip to Canada during March 6 - 9, 2026. We were celebrating our 56th wedding anniversary on Saturday. When the ferry crossed the border I got a text informing me that Global Travel Pass was in effect for that day. During previous trips I got a text each day letting me know I was covered for another day. Not this time. What follows are the text messages I received from Xfinity Mobile with annotation. There were no issues Friday and Saturday that we were aware of. Times shown are PST (March 6,7) and PDT thereafter.
(The details were edited to remove all chat & phone transcripts. Please contact me for the details as without these it is difficult to grasp the full picture of my complaint.)
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[Edited: "Personal Information"]
<Sunday, March 8 2026 at 12:41 AM>
Xfinity Mobile: Your next bill will include at least $300.00 in data roaming charges...
<Sunday, March 8 2026 at 11:21 AM>
Xfinity Mobile: Your next bill will include at least $698.73 in data roaming charges.
At this point I called the support number listed in the message.
Thanks for contacting us today. We've opened ticket ECM...
Your ticket ECM... for your XM Support has been completed successfully. There's nothing else you need to do!
<Sunday March 8 2026 at 3:16 PM>
Xfinity Mobile: Your next bill will include at least $800.00 in data roaming charges...<Sunday March 8 2026 at 4:39 PM>
Xfinity Mobile: Your next bill will include at least $1400.00 in data roaming charges...<Monday March 9 2026 at 9:33 AM>
Xfinity Mobile: Your next bill will include at least $2200.00 in data roaming charges...<Monday March 9 2026 at 1:21 PM > NOTE: We have been in the US for about 2 hours at this point. We are on our way back home which is about a 7 trip.
Xfinity Mobile: Your next bill will include at least $2512.78 in data roaming charges...On Tuesday, March 10 I had an appointment at the Xfinity store in Corvallis, Oregon. The agent was able to get our mobile devices fixed. This included removing the 2nd eSim from my phone and both iPads. Judy's iPhone restored so the cellular worked again. He was the first and only one who identified the iPad which caused the data roaming problem. Had the first support request on Sunday given me that information this could have been nipped in the bud. The agent reviewed our Xfinity Mobile account and said we should have been covered while in Canada. He gave me the direct Xfinity Mobile billing phone number which I called:
<Tuesday March 10 2026 at 1:42 PM>
Thanks for contacting us today. We've opened ticket ECM... regarding your XM Support...After the first agent I talked to said there was nothing that could be done about the charges, I asked to talk to a supervisor. He said OK and after a short time another agent came on the line. I asked if he was a supervisor and he said no but maybe he could help. All he did was upsell my mobile plan. Immediately after my session with him I get this text:
Your ticket ECM... regarding your XM Support has been reviewed. Unfortunately, we couldn't approve this request, and we have closed the ticket.
Can I please get the data charges while in Canada reversed or reduced? We are retired and this will be very difficult for us to pay.
A major gripe: I was unable to get a closed ticket transcript.
The Topic choices for the message are limited. Plan may not the best as this message is essentially a billing issue.
XfinityAlyssaA
Official Employee
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2.5K Messages
2 hours ago
Good evening @user_ph6ju5, and congratulations on your wedding anniversary! Thank you for reporting your global travel pass issues on our community forums so we can help investigate your tickets and roaming charges further, we appreciate it. We'll be happy to review your mobile account and tickets to see how we can help make sure this gets properly addressed. To better assist, can you please send us a Direct Message with your first and last name along with the service address on the account?
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