The futility of dealing with Xfinity customer support

Been trying to find out the internet connection cost on board a cruise ship in Europe.

Endless routing through the automated voice menu system and could never talk to a live agent.

Tried online chat (with transcript below). Completely frustrating.

[My responses are bracketed and in bold]

Xfinity Assistant

Yesterday

3:06 pm

[What are the data rates for use on a cruise ship in Europe]

3 Month Usage Trend

Monthly Data Usage
Data Used: XXX GB
Month: 02/01/2025 to 02/28/2025

Tell me more 

[What are the data rates for use on a cruise ship in Europe]

3 Month Usage Trend

Monthly Data Usage
Data Used: XXX GB
Month: 02/01/2025 to 02/28/2025

Your household has used XXX GB of data this month

[What are the international data rates for use on a cruise ship in Europe]

Global Travel Pass does not cover usage on cruise ships. If you use your phone on a cruise ship in Europe, you will be charged pay-as-you-go rates, which vary by country and specific cruise line. To find the exact rates for calls, texts, and data while on a cruise ship, you would need to check the international rate search provided by Xfinity. For more details see: https://www.xfinity.com/support/articles/traveling-internationally

[From the link above: Global Travel Pass does not cover usage on cruise ships or airplanes. ]

Was this response helpful?

I can help you get the best experience with your Xfinity Voice service.

You can ask me questions about your bill, account, and troubleshooting service issues.

[Menu item selected: Something else]

Let me know how else I can help. You can ask me a new question or select one of the options below.

[International internet access from cruise ship]

We are upgrading the Xfinity Mobile network, which may cause your phone to temporarily lose service. If this happens, simply restart your mobile phone by turning it off and back on, to restore service. Thanks for choosing Xfinity Mobile.

OK. I know lots about coverage and network! Let’s narrow this down.

Where can I direct you?

[Tell me about International service]

Xfinity Mobile offers Global Travel Pass that enables you to pay a flat rate for calls, texts, and data while abroad in covered countries. Global Travel Pass will cost only $10/day per line in 170+ covered countries or $5/day per line in Mexico and Canada.Without Global Travel Pass you will pay for every call made, text sent and MB of data used while abroad.

How can I help?

[Menu item selected to check removing Global Pass: How do I remove Global Travel Pass from my line?]

To remove Global Travel Pass, you’ll need to go into My Account and select the mobile line. As a heads up, you don’t get charged for having the pass on your account. You’ll only get charged when you’re using your mobile line internationally. 

What would you like to do?

[Menu item selected: Tell me more about Global Travel Pass]

Global Travel Pass includes 512 MB of LTE data per pass, per 24 hours.If you go over, then data is available at 2G speeds until your new pass starts. The data you use abroad will count toward your current data plan. 

What would you like to do?

[Menu item selected: I have more questions]

Use the button below to go to the Global Travel Pass FAQ webpage 

Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.

Today

You can ask me questions about your bill, account, and troubleshooting service issues.

[What is the rate for connecting on a cruise ship in Europe]

Plan DetailsYour plan includes Xfinity Internet, TV and Voice services

How can I help you with your plan?

[What is the rate for connecting too the internet from a cruise ship in Europe]

Xfinity InternetYour level of service is Gigabit Internet including download speeds up to 1200 Mbps and upload speeds up to 35 Mbps.

How can I help you with your internet service?

[How can I talk to an agent]

1. Which service do you need help with?

[Xfinity Mobile]

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

[Cost of internet access from a cruise ship in Europe]

Xfinity InternetYour level of service is Gigabit Internet including download speeds up to 1200 Mbps and upload speeds up to 35 Mbps.

How can I help you with your internet service?

[Menu item selected: Other]

You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started.

[Chat with an agent]

Got it. I'll put you in touch with a live agent now.

Hi Michael, thank you for contacting Xfinity. My name is XXX. I see you may be having trouble with your Xfinity Mobile service. Is that correct?

[No, I am looking for the cost of internet access from a cruise ship in Europe]

Just to confirm, are you referring to the mobile internet service?

[Yes]

Thank you for confirming

Please let me know the cell number for which you are looking the service.

[##########]

Thank you so much:)

.

I see that you have two lines with 10 GB of shared data, and your current payment is $65.

I have an exclusive offer just for you. As a valued customer on the 2 Generation Plan, paying $65 for two unlimited lines, I want to bring you more for less. Get a brand new Apple iWatch SE along with your two unlimited lines, and enjoy a lower monthly bill of just $70. So your final bill will be $70/mo including existing two unlimited lines and Brand new iWatch 

this number (XXX) XXX-XXX you can get internet services

I hope we are still connected.

[What is the rate for connecting to the internet from a cruise ship in Europe

can you please answer that question. Thank you]

Most welcome!

Please allow me a couple of minutes.

I am currently working and will let you know soon.

I hope we are still connected.

[Yes]

[You sent a link with my current bill. That is NOT what I'm asking about]

Thank you for contacting Xfinity. My name is Deepak. How can I assist you today?

Good afternoon, Michael.

I'm Xfinity Assistant, here to answer your questions as quickly as possible. If I can't find what you're looking for, I'll get you to a live agent.

To get ]started, ask me a question or pick an option.

Si deseas ayuda en español, deberás configurar el idioma de tu dispositivo o navegador preferido al español.

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