Visitor
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3 Messages
waiver of roaming charges
Hello,
I am requesting that the roaming charges incurred on November 10, 2025, on my account for my daughter's phone be waived.
On November 9, 2025, I used the Xfinity Mobile Application and by mistake selected the Global Travel Pass instead of the Mexico and Canada Plan. I tried to do the right thing to avoid excessive roaming charges while my daughter traveled to Toronto, Canada.
My daughter travelled to Canada on November 10, 2025, and returned on November 11, 2025. She was in Canada for less that 24 hours. Imagine my surprise when I received a text stating that at least $230.40 had been incurred because I was not on the Mexico and Canada Plan.
I immediately called customer service and an exceptionally wonderful agent, Marcus handled my call and submitted a ticket,<Edited: Personal Information> requesting a waiver of these charges and he also placed my daughter on the proper plan.
Imagine my surprise when the waiver request was denied!
I am requesting a waiver of these charges because I thought that Global actually meant Global and selected that plan and I just missed that there was an option for Canada / Mexico travel. Interestingly enough, the Global Travel Pass cost $10/day whereas the Mexico and Canada Plan cost $5/month. Had I known that I obviously would have chosen the less expensive plan.
I have been a very loyal customer of Comcast / Xfinity for over 29 years. I have been a very loyal customer of Xfinity Mobile for nearly ten years which should account for something.
Although I made a mistake choosing the wrong plan, I actually chose a more expensive plan than the Mexico / Canada Plan and because of that, confiscatory roaming fees are being applied. I feel it is very unfair that I am literally being so heavily penalized with such high charges because all I did was click on the wrong plan, especially when I actually chose a more expensive plan, albeit now I know, the wrong plan.
Please waive these roaming charges. Thank you for your attention to this concern, any assistance is much appreciated.
P.S. If this request is unfortunately denied, please advise to where I may escalate this concern.
Accepted Solution
XfinityRay
Official Employee
•
3.5K Messages
15 days ago
Hi there, @user_f9ykf6! You are at the right place for further assistance with the roaming charges. I would have been surprised to see that too especially when you had added the Global Travel Pass. We can get our Xfinity Mobile Executive team involved to take a look into this. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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