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Visitor

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4 Messages

Thursday, December 8th, 2022 10:50 PM

Closed

WIFI calling - such a pain, why?

We use WIFI calling exclusively due to the low carrier signal in our house and have zero issues.  Whenever we travel out of country I spend hours on chat trying to get WIFI calling to work.  This last 21 day trip was no different.  Jumped through a bunch of hoops, resets ect.  Chatted with 5 different xfinity people.  Was told by one to just pay a flat fee per day…  Received message that wifi calling was not enabled and to call xfinity, but wait I use it home.    Also get the message to disable airplane mode OR connect to wifi when I am connected to wifi.  

I did get one person at xfinity to ‘turn on’ wifi calling on their end, waited 8hrs and the change finally worked.  After 2 weeks it stopped working.

The only people in our group with issues wifi calling to the US had xfinity.   How do I get this to work like with other carriers?

Official Employee

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1.7K Messages

1 year ago

Thank you so much for taking the time to reach out to us. Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media, and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Visitor

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4 Messages

@XfinityAirelle​  as mentioned I chatted with 5 different ’experts’ at the beginning of my last trip in mid November. I spent over three hours.  I can’t see why wifi calling would not automatically work and remain working with no help from your experts unless your system restricts wifi calling from international locations.  If in fact their is a restriction I can’t find specific details in any of the terms of service.  Does Xfinity restrict wifi calling from international locations?

Official Employee

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1.7K Messages

We would need our Xfinity Mobile team to be involved in this to answer your questions and ensure this issue does not continue on, @user_6207f3. I would expect the WiFi calling to remain on and not require you to call in again to have it activated each time you travel. We understand that our customers need to use the service no matter where they are and want it to be easy for you. Do you think you will reach out to that team tomorrow? We are glad to check in and ensure this issue is resolved. 

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Visitor

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4 Messages

If it works every day from my house why in the world would it need to be ‘activated’ when I travel?  Once ‘activated’ why does it not remain activated?  

Problem Solver

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744 Messages

1 year ago

So, do you want the good news or the bad news first? I couldn’t find any good news, so here is the bad news:

1.) XM is an MVNO (Mobile Virtual Network Operator) which uses Verizon towers and some very limited domestic roaming. 

2.) XM has its own contracts with foreign ISPs which apparently are not as generous/good as those of major U.S. carriers and are subject to the whims, provisions, and possible limits of these ISPs. 
3.) XM has its own contracts with foreign cellular carriers which apparently are not as generous/good as those of major U.S. carriers and are subject to the whims, provisions, and possible limits of these carriers when roaming whether pay as you go or on the Global Travel Pass. 

Unfortunately we have to lower our expectations, as customer support is by definition very limited and can’t override the contract provisions between XM and foreign ISPs and carriers. 

Maybe, just maybe, switching to different ISPs (WiFi) or manually switching between different carriers now and then, you might have better luck with XM. Otherwise, it’s time to switch to a major carrier. 

Visitor

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4 Messages

1 year ago

Dave, Brilliant!   Thank you kindly as this explains everything!  Finally an explanation that makes sense and I appreciate your ability to make this understandable.   I won’t get the same results internationally with XM as my travel companions get with their major US cellular carriers.  

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