Visitor
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4 Messages
Premium Unlimited Plan, no cell service in UK
As the title states, my daughter is in London (now on the train to Scotland) and she has not had cell service since she arrived on December 22. I've talked to 5 different Xfinity reps (including tech support and supervisors) but no one has been able to fix this issue. She has a new iPhone 17 pro that was working fine in the US before she left. Her eSim is activated (she sees no bars, but it doesn't say SOS either), airplane mode is off, roaming is turned on, but still no service (and no options when she chooses cellular in the setting menu). She is able to use wifi but we are paying for global service and she doesn't have it. What else can we try? We're both at our wit's end.
XfinityPeterH
Official Employee
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2.5K Messages
8 days ago
Log into the Xfinity Mobile account and verify that Global Travel Pass or international roaming is enabled for her line.
Sometimes the feature is not provisioned correctly even if you’re paying for it.
On the iPhone:
Settings → General → About
If a carrier update is available, it will prompt to install.
Also confirm iOS is up to date.
Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings
This clears old profiles and forces the phone to re-register on the network.
Go to Settings → Cellular → Network Selection
Turn off Automatic, wait for the list to populate, and choose a local carrier (e.g., EE, Vodafone, O2 in the UK).
If no list appears, the SIM profile may not be provisioned correctly.
In Settings → Cellular, remove the eSIM and re-add it using the QR code or activation details from Xfinity.
Sometimes the eSIM gets corrupted during international travel.
Settings → General → About → Carrier Lock
It should say No SIM restrictions. If locked, it won’t connect abroad.
“No bars and no SOS” usually means the phone sees the eSIM but cannot register on any network. That points to roaming provisioning or eSIM profile issue, not hardware.
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