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user_ojdtz6
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Friday, August 28th, 2026 12:51 PM

Premium unlimited service, no service in Japan !

I have premium unlimited on Iphone17 but can’t get service in Japan. I can’t even get a esim because the phone is locked. I turned of auto connect and the only networks that show are roam. Am I missing something? The xfinity app is absolutely no help, I can’t call the, and the assistant is worthless.

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2 hours ago

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XfinityChristy

Official Employee

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3K Messages

2 hours ago

 

user_ojdtz6 Hello, thanks for reaching out, and I'm sorry you're dealing with this while traveling. I can definitely understand how frustrating it is to have Premium Unlimited and then find yourself without service when you need it.

To better understand what's happening, could you please send us a Direct Message with your full name and service address? We'd be happy to review your mobile line, roaming settings, and account details with you.

To send a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

 

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