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

22 hours 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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11 Messages

My son thought he would of received a warning like we do before we get close to exceeding our data.I think waiting for 108 do llar charge then sending a notification is to late. Who do I need to contact to get this removed or lowered Thanks for your help

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13 hours ago

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XfinityMelinda

Official Employee

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312 Messages

@Fh22, I can certainly understand your concerns, especially if your son wasn't expecting to incur roaming charges while traveling in Canada.

To help us better understand the situation, do you know if the line was enrolled in our Mexico & Canada Unlimited Pass before the trip? You can find more information about that feature here: Mexico & Canada Unlimited Pass.

We also wanted to share our billing dispute information, which explains the types of charges that may be eligible for review: https://www.xfinity.com/support/articles/dispute-bill.

Once you've had a chance to review the information above, please let us know whether the line had the Mexico & Canada Unlimited Pass enabled before traveling, and we'll be happy to continue the conversation with you.

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12 hours ago

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Fh22

New Poster

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11 Messages

4 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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Fh22

Roaming charges

XfinityAdrienne

Fh22

XfinityMelinda

Fh22

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