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Fixed: $35,000 per gigabyte on a Cruise

Regular Visitor

Fixed: $35,000 per gigabyte on a Cruise

My wife and I hopped on an inexpensive $400 2 night Bahamas cruise from West Palm Beach, FL as we've done in the past since its our home port. When we woke up in Nassau after the 1st night my wife showed me 3 texts from Xfinity saying 1:52am $159.92, 1:53am $1,228.11,  and 9:22am $1,343.40 in data. I immediatly called Xfinity from port to notify them that I did not use data and they suggested using WiFi. It was a Saturday so I figured a quick call on Monday would fix this.

 

Fast forward 2+ weeks and several calls later I still am being billed for the international data I didn't use totaling 38.40 megabytes @$35.00/mb ($35,000.00/gigabyte) equaling $1,344.00. When I pulled the phone records, both of our phones pinged data 3 times exactly 6 hours apart, exactly to the second. (1 pic attached)

 

I would really like to hear some suggestions or ideas that anyone might have as this little cheap getaway has become a major burdon during this holiday season. 

 

DataData

 

 

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Official Employee

Re: BEWARE $35,000 per gigabyte on a Cruise and HELP?

Hi TS561, thank you for reaching out to Xfinity Mobile through the Forum. I am sorry to hear you are having some trouble with your billing. I would like to help, I know that it’s a lot of money, and your right it is the holiday season.

 

Can you please send me a private message with the following information so that I may access your account to review the charges; your first and last lane, the full service address for your residential account, the last 4 digits of the stored payment method on file. I look forward to hearing from you.


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Regular Visitor

Re: BEWARE $35,000 per gigabyte on a Cruise and HELP?

Thank you for your help, PM sent
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Regular Visitor

Re: Fixed: $35,000 per gigabyte on a Cruise

Xfinity addressed this quickly and responded with  "we are in the process of reducing our international data roaming rate for cruiseships, we have decided to credit you for the full amount of these data charges."

 

When I checked  the "international rates" page for "cruiseships" they have adjusted the data rate to $1 per/mb ($1,000 per/gb).

 

Thank you Xfinity Mobile for helping out and a special thanks to Diana Tier 2 advanced for being an awesome person!