Visitor
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2 Messages
Seeking solution
Hello,
I need help regarding two issues:
- Incorrect $1300 roaming charge (Brazil, Sept 2025)
Both my phone and my husband’s phone only used WiFi. No roaming data was used, yet we were charged $1300. Multiple agents could not explain why or help dispute it. - Roaming not working despite Premium Unlimited with Global Travel Pass included
My husband traveled to Brazil on Friday. His line is on Premium Unlimited, which includes the Global Travel Pass. His phone has no roaming service at all—only WiFi works. After hours of troubleshooting with multiple agents, the issue remains unresolved.
We are paying for a service that does not work, while being held responsible for charges that we believe are incorrect. Can someone escalate or investigate this properly?
XfinityRoberto
Official Employee
•
2.1K Messages
22 days ago
Hi there @user_o7j61y. Oh no, I am sorry to hear that you got charged for Roaming fees. You are in the right place and we are happy to take a lok at this for you.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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
Let me know if you have any questions.
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