International Data Roaming - which system is correct?

@XfinityJodie​ - indeed, I've used the chat and called at least a dozen times over the last 6 days ... and the last rep committed to calling me back this afternoon.

Please understand that this is not a request about account specific information. What I am asking is which system is the source of truth when two Xfinity systems display different information ... the system used by customer support or the system I can access? Surely you can answer that question publicly. Having two systems consistently displaying different information is creating lots of costly calls for Xfinity and for me!

@j.harrison1 - Thank you for your feedback. As a quick reminder we don't have access to Xfinty Mobile systems or tools. For account specific Xfinity Mobile inquiries please contact our expert team members in Xfinity Mobile using one of the following options. Calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7

Unfortunately, @XfinityThomasA , the expert team members cannot answer the question - of course I asked them before posting this thread.

How do I escalate to get an answer? Thanks!

Sorry for all of this. I know this might sound repetitive, but have you checked out this link? https://www.xfinity.com/mobile/support/article/traveling-internationally 

When you've worked without chat team and called in and asked to get the roaming turned on, what did they exactly say? 

Hi, @XfinityJodie - jut now seeing your response because I’m away and did not receive an email that you’d responded.

The live reps I’ve spoken with have said that international data roaming was turned on. When I asked why the app and the system I see on the web say it has not - even after 24 hours have elapsed - they have no explanation. I’ve spoken to the front line reps, two different reps from the Advanced Services team, and they have all spoken with their supervisors and backend support.

As someone who spent more than 3 decades in the IT world, this situation makes no sense, which is why I asked which system is considered the source of truth.

Regarding the link you provided, that is been the guide I’ve been using all along. It says to turn on international data roaming first, then set up data roaming on the phone, then finally activate the global travel pass. One rep told me that the items must be done in the sequence on the site or else problems will occur. Unfortunately, apparently most of the front line reps have not been told that, and they several - even when I asked them not to - tried to do the international data roaming and global travel pass concurrently.

Now I’m on the trip that I needed international data roaming and global travel pass for, and the support center cannot activate the global travel pass because of the issues caused by the efforts in trying to get the account set up.

Does this answer your questions? Thanks!

@screenname137​ - unfortunately, because of the steps taken to try to figure out the issue with international data roaming, Xfinity inadvertently caused another error that will not allow the Global Travel Pass to be activated on my line. 

But it is important to keep the thread on track - it is not about how to solve the international data roaming or Global Travel Pass issue, it’s about which system is the source of truth when two systems show very different information.