Visitor
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2 Messages
International roaming charges
I called a week before I travelled and after two hours of arguing why I shouldn't have to pay until I travelled, they agreed it was $10 per day per phone when used. While traveling for 4 days they sent me a notice that I was up to $270 in charges. When I called they said it was only applied to one phone and not both. I argued and they told me it was because my wife failed to respond to a text they sent about the charges. She thought it was a scam, since they didn't sene one to mine and we had already set it up. Spent and hour on the phone, the 2nd agent agreed that it wasn't right and escalated to his support team. They said no! I asked to speak to his manager and he said he was the one who refused. This seems like they are purposely trying to cheat people. They also refuse to provide any backup information. Anybody know of a person that I can speak to that can help out?
XfinityJaxie
Official Employee
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292 Messages
3 years ago
Hello, @user_e43e79, thank you so much for bringing this to our attention! This is definitely not the experience that we want you to have. It would be our pleasure to assist! Since we are going to need to gather some more detailed information from you please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "direct messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Please let me know if you have any questions or run into any problems.
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user_e43e79
Visitor
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2 Messages
3 years ago
I called as recommended. Got transferred twice. After an hour best rep would do was to tell me they would charge me the $10 per day for both phones for 8 days. They offered no documentation of when or how the phones were used. One was left in the hotel 5 out of 7 days. The other had international texts twice I believe so it really should have been a thirty dollar charge. The 8 days of charges should have been 7 since we arrived late on Wednesday and departed the following Wednesday well before the time we arrived. In short I took a lesser screwing than they originally tried with. I feel that xfinity is a company that has no integrity or loyalty to their customers. I still do not know how to initiate international coverage, without going through hours of phone nightmares dealing with people who are completely ignorant of the company's policies regarding that. I will certainly move to another carrier prior to that, unless I can get fair treatment. I will support heavy government regulations on carriers going forward, as they now can lie through their teeth and not provide a lick of backup on how they manage their fees. Shame on xfinity sales and support teams.
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DaveO3
Problem Solver
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778 Messages
3 years ago
Here is the link to Xfinity Mobile’s Global Travel Pass FAQ ($10/day) for those of you that plan to travel internationally in the future:
https://www.xfinity.com/mobile/support/article/global-travel-pass
Even if you plan to leave cellular off and just use WiFi and WiFi Calling it is recommended that you enable/select International Global travel pass for each of your phones just in case for emergency purposes. Caution: If you use WiFi Calling while outside of the U.S., non-U.S. calls are charged as if you are in the U.S., while these calls are included in the Global travel pass.
Only the account holder can enable/select the Global travel passes. The account holder will receive a separate email for each phone line enabled/selected.
To enable Global travel passes login to the Xfinity Mobile App, select Activity, then Data, select each phone line one at a time, find the Gobal travel pass option amongst the various options.
(edited)
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user_247618
Visitor
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6 Messages
3 years ago
I have spent literally days for the last 2 weeks trying to enable international roaming and global pass. They have even provided confirmation numbers twice. Still it is not enabled. After nearly 3 hours today I finally was put in touch with a supervisor. He said he was reviewing my chat. Then crickets. Waited 20 minutes. Apparently he disconnected. No solution still.
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