Roaming charges

Don traveled to Montreal for a day next day he gets a alert he has 108 dollars of roaming charges.I think it's a little late for the alert.

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XfinityAdrienne

Official Employee

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2.2K Messages

1 day ago

Good Morning, @Fh22! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I completely understand the concerns with the roaming charges, and the frustrations it must bring. When traveling abroad it would trigger roaming for the device itself. There may or may not be a notification sent right away per the agreement found here. We can certainly document the feedback on our end, as we are always looking for ways to improve our customers experience. Please let us know if you have any other questions/concerns, we are happy to help.

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Fh22

New Poster

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12 Messages

7 hours ago

No he didn't have the unlimited plan. I thought he would of received a notification of roaming a lot earlier than 108 dollars of roaming charge. I've been a Xfinity customer for a long time and this is the first time I feel like getting taken advantage of.

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XfinityBillie

Official Employee

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4.3K Messages

@Fh22 I understand the frustration of a sudden unexpected charge on your mobile plan.

When a member's device is connected to a network outside the U.S., a text is sent to their line. These messages depend on what’s happening with their line:

They enter a country included with their mobile plan.
They enter a country that is or is not supported through Global Travel Pass.
They enter a country not covered by Global Travel Pass or included with their international benefits.
They have used all the high-speed data allotted for their pass.
They purchase additional data.

Members are not charged for these notifications or any inbound text messages originating from the continental United States (U.S.).

For every $100.00 in roaming charges we would send a notification both to the line holder, as well as the Primary user, the above examples would have only been send to the line holder. We would not be able to issue credit for roaming charges in this situation and I'm truly sorry for any frustration this may cause you. Were there any other concerns I can help you with at this time?

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7 hours ago

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Fh22

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12 Messages

Time for me to start looking for a new company for my phone , Internet, cable.

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6 hours ago

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XfinityBillie

Official Employee

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4.3K Messages

@Fh22 Did your son receive notifications prior to the roaming charge notification? We are truly sorry to hear that you may be looking for a new provider, however he should have received a notification that he was in a country that was not included with any international benefits.

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6 hours ago

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Fh22

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12 Messages

No the only notice he received was the next day on way home

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5 hours ago

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XfinityDena

Official Employee

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4.6K Messages

He did not get any notification he was roaming even from the phone showing to be roaming? I suggest to always check coverage when traveling and reaching out to make sure your lines do not incur additional fees @Fh22

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5 hours ago

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Plan

Fh22

Roaming charges

XfinityAdrienne

Fh22

XfinityBillie

Fh22

XfinityBillie

Fh22

XfinityDena

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