9 Messages
Unable to call internationally from the US
We have been attempting to call internationally from the US on all of our Xfinity Mobile iPhones- but the calls never connect or even get a dial tone. Regular US calls are fine.
Last week when we realized the issue we called support and spent 2 hours walking through every imaginable setting and countless resets on multiple phones- to no avail. In the end we were told the issue wasn’t on our phones but on the network end and that we would get a call back after things were sorted.
After 4 days with no updates, we called again to check in. Again we were walked through almost two hours of the same diagnosing but this time we asked for a supervisor. We got a bit more info at this point- 1- the earlier tech never sent a ticket to the network people 2- a ticket was now being sent to the network people 3- network people meant Verizon, as all known options had been exhausted at Xfinity Mobile and it could take several more days to hear back. 4- Xfinity doesn’t know why it’s not working
For the sake of this post here are the symptoms:
we are using the latest OS on 16e’s
1-dial a known, working international number, using either 011 or + 39 (we were calling Italy)
2- number displays and scrolls on screen while, “Calling…” appears above number, “Rome, Lazio, Italy” displays below.
3- no sound, no dial tone.
4- this will go on indefinitely until user hangs up.
5- this is occurs on all our lines.
6- Special verification-we happened to have a friend’s mobile from another MVNO “Mint”, and when calling this same number on that phone, the call goes straight through with a dial tone in about a second. This mint phone doesn’t have an international plan.
7- we currently do not have an international plan. But we confirmed with Xfinity that our existing plan does allow calling from the US to Abroad and there are no restrictions on our account preventing this feature.
If anyone has suggestions we’re listening.
Our daughter will be traveling abroad next year. It’s important that we can call her contacts there now she’s worked very hard for the opportunity. Not to mention having confidence later that international service is possible with Xfinity Mobile when she is abroad.
XfinityJeniece
Official Employee
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4K Messages
2 months ago
Hey there, @user_nx9fhe, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to help you with troubleshooting your Xfinity Mobile international calling issue. If you are still having this issue, can you please send us a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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user_newXfin
Visitor
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1 Message
7 hours ago
Hello, I have similar issue like @user_nx9fhe . Signed up for Xfinity Gigabit internet and switched my three cellular phones from ATT to Xfinity. Still waiting on the installation of Modem/Internet that is scheduled. Mobile phones are fully active and my settings in the app clearly says International is included.
I tried to call my friends/relatives in India this morning and I got an automated message immediately saying "Long distance and International calls are not enabled on this phone". This is on all my family phones, 3 of them.
I tried working with the rep who was indeed very helpful and patient enough to look for solutions but could not resolve it. She said, I should try after the internet installation in my home next week.
My BIG question and a very simple one to Xfinity regarding Mobile phone usage "From USA" to call "International". Does it work?
I get that point of travelling to an international destination (Roaming) and trying to use my phone to call US or call the local country phones.
Why am I getting that message that I cannot call any International destination listed by Xfinity, FROM THE USA.
If Xfinity tech support can clarify this, it would be very helpful. Nowhere in the xfinity help pages, this is mentioned.
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