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enenkei
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Monday, February 9th, 2026 8:58 AM

Global Travel Pass 5G Roaming failing on one of two lines - Provisioning Issue

Hello!

I am currently traveling in an eligible Global Travel Pass country and experiencing a persistent issue with one of my mobile lines. I have two iPhone 17 Pro Max devices on my account; one is connecting to 5G roaming perfectly, while the second is failing to connect to data entirely (strong signal bar but none 5G indicator showed up).

Because one device works in the exact same location, I have confirmed that the local roaming partner's network is functional. This appears to be a line-specific or provisioning issue on the Xfinity backend.

Troubleshooting already completed with phone/chat support:

  • Verified "Data Roaming" is toggled ON.

  • Reset Network Settings on the affected device multiple times.

  • Attempted Manual Network Selection (switching between local carriers).

  • Confirmed Global Travel Pass is active on this specific line.

  • Standard device restarts.

I haven't had much luck with those steps so far. I'm hoping someone here can help me figure out why this iPhone 17 Pro Max is having trouble connecting while my other device is working fine in the same location.

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5 days ago

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XfinityBillie

Official Employee

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3.9K Messages

5 days ago

@enenkei I appreciate you confirming the steps that you have been taking. When you tried the manual network selection, did you also check the settings on the device that is working with no issues and mirror those network settings? I understand that you have also performed standard device restarts, have you also tried toggling into airplane mode and then turning airplane mode off?

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enenkei

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5 Messages

Thank you very much for following up with my question. To clarify, I have already gone through the full troubleshooting cycle with the standard support team three separate times before posting here, and unfortunately, none of those sessions resolved the issue.

Regarding your questions:

  • Network Settings: Yes, I have compared the settings on the working device with this iPhone 17. They are identical, including the manual network selection and roaming toggles.

  • Restarts/Airplane Mode: I have toggled Airplane Mode and performed hard restarts dozens of times throughout this process with no change in results.

Since one device worked right away when I first enabled 5G data roaming, and the other is not working in the exact same location with the same settings, I am confident the device hardware and local network are fine. I’m looking for help to see if there is a provisioning mismatch or an issue with the eSIM profile on this specific line that is preventing it from authorizing 5G data roaming.

Thank you!

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5 days ago

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XfinityBillie

Official Employee

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3.9K Messages

@enenkei Thank you for confirming for me. In order for us to assist with further troubleshooting, please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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

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5 days ago

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