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.