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Dacker503
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7 Messages

Wednesday, December 11th, 2024 12:30 AM

Being billed $80 extra for data after my Xfinity Internet was down during the night while an operating system update was being installed

During the 3+ years I've had Xfinity Mobile, I have never run out of my data plan, even though it's just 1GB/month. My last bill had an $80 charge for 4GB of data used (an obscene cost/GB). When I called Xfinity Billing about it, we went round-and-round but the L2 agent noticed my data overage coincided with an Xfinity Internet outage. The agent suggested the outage occurred while I was doing iOS updates on my iPhone and/or iPad, which are quite large and best done overnight.

While I strongly believe I should not be responsible for the charges, the L2 agent dug her heels in and insisted that it's still my responsibility, which is ludicrous -- I did nothing wrong! She went on to tell me to shut-off my phone at night to keep this from happening again, which again is crazy talk in an era when mobile phones are the only phone -- no POTS. Her "best and final offer" was to cut the charge by 50% but only if I agreed right then. Again, I believe I hold zero responsibility and don't appreciate a "take it or leave it" extortion attitude.

I asked for a callback from someone higher-up. That was 16 days ago and no one has called me. I called Xfinity again yesterday evening and the status of my request was still pending. Greater than two weeks should be enough time to resolve this issue which has an obvious cause, as suggested by the L2 agent, and equally obvious solution.

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4 hours ago

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XfinityTony

Official Employee

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1.1K Messages

1 day ago

@Dacker503

Thank you for bringing your concern to us. I can't imagine the shock you received when you got that bill. Can you do me a huge favor and check your iOS devices to see if the "Allow More Data on 5G" setting is enabled? You can find in the Settings app under Cellular > Cellular Data Options > Data Mode. This is disabled by default and allows you to download updates over cellular data.

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Dacker503

Visitor

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7 Messages

It’s set to “Standard”, which I believe is the default. There is no “Disabled” option — the other options are “Allow More Data on 5G” and “Low Data Mode”. It says Low Data Mode pauses automatic updates from using cellular data. I never knew this option existed.

My iPad is Wi-Fi-only.

(edited)

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21 hours ago

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XfinityTony

Official Employee

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1.1K Messages

@Dacker503 

Thank you for confirming that. I was working off of an older article. According to Apple's support site, this has been a feature since iOS 13. Here is what Apple says to expect in Low Data Mode:

"Different apps use different ways of reducing data usage in Low Data Mode. In general, here's what you can expect:

  • Apps might stop using network data when you're not actively using them.

  • Background App Refresh is turned off.

  • The quality of streaming content might be reduced.

  • Automatic downloads and backups are turned off.

  • Services such as iCloud Photos pause updates.

Built-in iOS apps and services adapt to Low Data Mode in the following ways:

  • App Store: Video autoplay, automatic updates, and automatic downloads are turned off.

  • Music: Automatic downloads and high quality streaming are turned off.

  • Podcasts: The frequency of feed updates is limited, and episodes are downloaded only on Wi-Fi.

  • News: Article prefetching is turned off.

  • iCloud: Updates are paused, and automatic backups and iCloud Photos updates are turned off.

  • FaceTime: Video bitrate is optimized for lower bandwidth."

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 hours ago

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Chrissy15221

Contributor

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161 Messages

1 day ago

Reply to Dacker503

💵 Tell me you didn't give them the $40.00 ?   Who's going to power down their computer & devices and stop & say to themselves " Oh , the update tonight "  ?  
A friendly warning is suitable for the first offense  , yeah ? 
⚠️

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Dacker503

Visitor

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7 Messages

I did not give them the $40. 

It was an XFINITY Internet outage which caused the XFINITY Mobile overage. 🙄

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21 hours ago

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XfinityBillie

Official Employee

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2.8K Messages

@Dacker503 I definitely understand how frustrating this has been for you. I wouldn't be happy to see a bill like that either. The agent you spoke with was correct, we don't issue adjustments for Xfinity Mobile data used as a result of a service interruption for residential internet. I'm happy to take a look at your account though, just 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


I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 hours ago

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Dacker503

Visitor

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7 Messages

I have to ask you if you made note an Xfinity Broadband outage is what triggered the Xfinity Mobile overage?


Surely this is a case where Xfinity should take responsibility for both the cause and effect. It’s the same company!

As a customer, I should not care if they are separate business units — it’s all one company.

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4 hours ago

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