Xfinity Mobile International Service and Misleading Support

Hi Xfinity Mobile Support Team,

I am writing to formally complain about significant issues with my Xfinity Mobile service following my recent international travel to India, compounded by misleading information from your support team and their inability to resolve critical service disruptions.

Issue Summary:

After porting my service from Mint Mobile to Xfinity Mobile, I confirmed that all features, including WiFi calling, were functioning correctly in the United States. Upon arriving in India, I was unable to make or receive calls over the cellular network. While WiFi calling initially worked, allowing me to receive texts and make calls, I contacted Xfinity Mobile support to enable cellular roaming for full network access. Following their instructions to reset network settings and reinstall the eSIM, WiFi calling stopped functioning entirely, and the eSIM now fails to install, displaying an error message:

Most concerning, during subsequent interactions with your support team, I was informed of a supposed 45-day waiting period to enable international roaming—a policy not disclosed on your website, in your terms of service, or during my onboarding process. Had this been communicated, I would not have ported my service to Xfinity Mobile, as I knew I would be traveling internationally. This lack of transparency has left me without critical communication services while abroad, causing significant inconvenience.
Impact:
• I am unable to make or receive calls or texts, even over WiFi, due to the eSIM failure.
• The misinformation about a 45-day waiting period has disrupted my ability to plan for reliable communication during my travel.
• Multiple interactions with your support team via chat have failed to resolve the issue or provide a clear timeline for restoration.
Requested Resolution:
1. Immediate restoration of WiFi calling and successful eSIM activation to enable calls and texts over WiFi while I am in India.
2. Activation of international cellular roaming, as advertised in your international roaming policy, without a 45-day delay.
3. A formal apology for the misleading information provided by your support team and clarification on why this undocumented policy was cited.
4. A goodwill credit to my account for the service disruptions and inconvenience caused during my travel.
Supporting Details:
• Dates of support interactions: “September 5, 2025, chat at around 10AM IST”
• Evidence: I have retained screenshots of my communications with your support team and can provide them upon request.
• Xfinity Mobile’s international roaming policy, as per your website, states that calls and texts are included in over 215 destinations, including India, with no mention of a 45-day activation period.
I expect a prompt response and resolution to this matter within [7-10 business days]. If this issue remains unresolved, I will escalate it to the Federal Communications Commission (FCC) and my state’s consumer protection agency, as the lack of transparency and service failure may constitute deceptive practices.
Please contact me to confirm receipt of this complaint and provide updates on the resolution process. I am also reachable via the Xfinity app or @XfinitySupport on X for follow-up.
Thank you for your immediate attention to this urgent matter.