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TDT2022
1st Topic

Visitor

 • 

3 Messages

Sunday, August 21st, 2022 1:50 PM

Closed

Unable to add Global Travel Pass to line

xfinity.com/mobile/my-account/activity show Global Travel pass as "OFF" for Xfinity mobile line number.

Tried to add the pass but got the error "failed to process change"

Being charged by the minute/mb for international usage. Bill for oversea service on the line number increasing every day.

  • Chatted with customer support. They "assured" it would be added. Nope. Still "OFF"

  • Chatted to another agent. This one felt like talking to a AI or scripted robot. Couldn't understand questions and responded with out of place cut/paste lines.

  • Chatted again to another agent. They tried adding travel pass. Nope. Still not added. Again they "assured" me it will be fixed.

  • Many hours later, super frustrated, called the phone support. They did their stuff, but nope still "OFF"

  • Called phone support once again, got transferred to "Lv II advance services team". They did some line re-provisioning, added global travel pass, said to wait 30-60min after phone reboots, but nope didn't work. Website still shows "OFF". No TXT message about it being activated.

  • Called phone support again, they transferred after a long wait, but only to say Lv II team is closed....... for the day.

  • Called phone support again the next day, Lv II adv agent still couldn't add global pass, something about pending order stuck in progress, they reached out to another dept for help but unsuccessful as well. Ran out of options, they created SR ticket, gave no ETA for fix and ended call.

Question

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Updated 

2 years ago

892

2

0

XfinityKei

Official Employee

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1.4K Messages

3 years ago

Hi @TDT2022,

Thanks for bringing your Global pass concerns to our attention. I'm sorry to hear you're still having an issue with your Global pass after chatting and speaking with our Mobile team. I can definitley get you in the right place for a resolution. 

Please send our team a direct message with your full name and full address so that we can assist you further. 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

4

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TDT2022

Visitor

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3 Messages

@XfinityKei​ Msg them, but their response was "We are limited on what we can do with mobile customers but I am able to have someone reach out to you to assist further."

However, finally got this resolved on the phone by another tier2 advance service agent.

3 years ago

0

user_9f2d3f

Visitor

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1 Message

Teir2 could not do it for me SMH

3 years ago

0

CCCrystal1

Problem Solver

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528 Messages

Hello! Please send me a private message with your full name and full address. I can most definitely take a further look at the issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

I no longer work for Comcast.

3 years ago

0

smajak

Visitor

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1 Message

@XfinityCrystal I am having this same issue.  Weeks trying to resolve.  Are you able to help?

3 years ago

0

user_7663b9

Visitor

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3 Messages

2 years ago

I’m also having this exact issue and now have been overcharged for data while abroad.  Have talked to 6 agents that are not knowledgeable.  

2

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TDT2022

Visitor

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3 Messages

@user_7663b9​ 

Talked to dozens of agent including a bunch of lv2 support. Also many lv3 support too, but those can't be contacted directly. Lv2 support has to talk to lv3. It is like their own support for support.

Took many days of calling over and over and over. Until suddenly one of the agent was able to fix it magically. Try their "international support" dept.  Keep trying over and over.

I did get over charged and agent were able to reimburse based on my call history. It is very annoying, disappointing, lots of hours waiting on the phone but you have to keep calling until you get an agent that knows how to fix it.

2 years ago

0

user_7663b9

Visitor

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3 Messages

i believe they figured it out today finally.   The stuck pending order for global travel pass was on a line that I had switched the SIM card from an iPhone XS (original to the line) to a iPhone 13.  When doing this I simply removed the SIM card from old device and inserted into the new and followed the instructions to activate.   In xfinitys device list online, it continued to reference the old device but said “Pat's SIM is now paired with a different device. All network-related features will apply to that device. All billing-related functions — such as device upgrades and monthly payments — are still paired with the original device.”

the fix was to upgrade/switch the SIM fully to the iPhone 13, and that will supposedly fix the stuck pending order issue. 

2 years ago

0

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