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user_89je5w
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Thursday, August 13th, 2026 11:20 PM

incorrect agent conduct related international usage

I was trying to double-check that with my current plan (Mobile-select with unlimited international usage) there is no extra cost for data usage in Panama.

When I talked to my first agent (Jyoti), the agent told me that I need to upgrade to Mobile-plus to usage data without any additional cost. I kept asking why unlimited plan is with charge, but the agent repeatedly gave incorrect plan information despite being shown Xfinity's published terms, and the information would have caused an unnecessary upgrade. 

Luckily, I talked to a second agent (Hamza, thank you again for clarification), and got confirmation that there is no extra cost.

I want to share this so that similar situation does not occur again. Attaching a part of transcript for your reference. If you need full transcript, please let me know.

As you can see, the first agent keeps giving me an incorrect information and push me to upgrade the plan.

'''

But we have unlimited international service? This is not meaning that it is free?

I want to inform you that you can call from your mobile to international destinations, but that will be chargeable as per the location rates.

And if you want to get the free international services that are included in the mobile plus line.

Oh, I see. What about the data?
Will it charge too?

Not in the mobile select line in this, you will have only free calling and texting to Canada and Mexico.

Yes, let me share the charges.

I am checking it. Please stay connected.

The international services on my account says
data: each month you have unlimited data to use when traveling abroad in covered destinations.
And international coverage: ###+ destinations, plus mexico and canada

Yes, that is covered, but it is covered free of cost in the Mobile Plus line, so I need to update your line to the Mobile Plus line.

Then why it is saying that unlimited? If it is charging?

Let me explain it for you.

On it

Mobile Select provides unlimited services and also offers international services; however, there are roaming charges for it.

In Mobile Plus, there are no charges for roaming.

It’s just $15 per month extra per line, and once you come back, switch back to the mobile select plan.

I just want to help you avoid extra roaming charges later on.

'''

Question

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20 hours ago

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XfinitySean

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20 hours ago

Hi there user_89je5w, and thanks for bringing your experience to our attention here on the community forums! I'm sorry that you received incorrect info at first, but I'm happy you got that second opinion. It's possible that the first agent may have thought that our Next Gen mobile plans were structured the same way as our previous plans (Unlimited and Premium Unlimited) in which you did need to upgrade to the higher tier to receive the benefit. That said, we'd be more than happy to look over the full transcript, take steps to ensure the correct information is communicated to the agent, and help out in any other way! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!

How to Send Us a Direct Message:

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  7. Type your message in the text area near the bottom of the window.
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