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Fune2006
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Sunday, June 7th, 2026 5:31 AM

No international mobile service

We have the mobile plus plan with international roaming because canceling our internet while we are away for a while was necessary but, after finding out we are going to the Philippines , they suggested this mobile plus plan which will work there.  Spent a couple of hours getting the phones set up and after that, we get to the Philippines and no service.  Contacted customer support(an additional couple of hours), couldn't help.  Escalated the issue(yet more time) and was told I should hear from someone within the hour, still waiting 4 hrs+.  I've been on the live chat so much that I feel like they have control of timing out the chat and they repeat the same process over and over again when I have to start a live chat after they disconnected.   We have not had the issue resolved.  Tech support had me delete the eSIM while troubleshooting, reinstall it, reset the network and still nothing.  Only to have another tech support "specialist" tell me that this eSIM needed to be downloaded into my phone in the USA and cannot help me until it is back there.  I just arrived to the Philippines.  I am waiting for someone from their management team or supervisor of their tech support to make this right and get our service up and running.  I have banking things I need to square away and this is probably going to cause my accounts to freeze.  

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8 hours ago

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Fune2006

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5 days ago

Still waiting nearly 2 days later and no Xfinity email response.  I will update this thread when that happens.  Ridiculous. 

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XfinityRoberto

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2.3K Messages

Hi there @Fune2006. Thank you so much for reaching out to us here on our Xfinity Forum's page. I am sorry to hear about your recent experience with your mobile service. Now you are in the right place and we are happy to take a look at your concerns here. Now I have seen scenarios where the eSIM can only be downloaded in the USA. 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 forums 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.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

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user_z1kfks

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8 hours ago

Been dealing with this same issue for 3 weeks. Xfinity hasn’t been able to fix it. I travel weekly between USA and Asia. Unreal they can’t fix it. Filed FCC complaint and got a call from corporate executive office and they can’t even figure it out. I ended up paying for a second line on my phone with US mobile. Worked first trip. Xfinity is just incompetent. Good luck getting anything done.

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