Visitor
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3 Messages
Global Travel Pass Enabled, but Incorrectly Charged for Data Roaming in Canada
I traveled to Vancouver, BC, Canada and purchased Global Travel Pass for both my line and my wife's line before the trip. We used the same Global Travel Pass during a trip to Canada in October 2025, and it worked exactly as expected - we weren't charged any unexpected roaming fees and were very satisfied with the service.
This time, however, both of our lines were incorrectly charged for international data roaming. I contacted Xfinity Mobile support, and the agent reviewed my account, confirmed that the roaming charges were incorrect, verified the exact amount that would be credited, and told me the issue had been escalated to the backend team. The agent also said I would receive a notification shortly once the charges were waived.
It's now been two days, and I still haven't received any notification, and the incorrect charges remain on both lines. Has anyone experienced a similar issue or know how long these billing corrections typically take?
XfinityChristy
Official Employee
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3K Messages
12 days ago
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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user_l5tnmb
Visitor
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4 Messages
9 days ago
Dealing with this same issue from travel in July 2026. Wife and both have Global Travel Pass active/enabled but charged hundreds of dollars for international roaming... support agents and backend team confirmed global travel pass was enabled and charges were incorrect, but then supervisor is telling me that Global Travel Pass is not the correct thing to use. The $5/month unlimited Canada Mexico pass is what we need... but the website says verbatim:
"Pay a flat daily rate for 5 GB of high-speed data in 215+ destinations - you'll only be charged once you use your pass abroad." --> meaning when you are physically traveling abroad
"Global Travel Pass lets you use data on your phone while traveling in over 215 destinations for one daily price." --> Canada is covered
"[Mexico and Canada Unlimited Pass] Includes unlimited talk and text from the United States to Mexico and Canada, and get 5 GB to use in those countries for a flat rate." --> unlimited call/text from inside the US to Canada or Mexico. Yes you get 5gb data to use while traveling, but that is a monthly rate not based on your physical location.
So I'm left wondering why I was billed for international roaming if my travel pass was active. So frustrating, spent hours on the phone with agents getting bounced around all over the place, conflicting info, and no resolution yet.
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