3 Messages
Data Usage Discrepancy
Is anyone else being charged massive data overage fees every month? Xfinity is saying I'm using 2TB of data when my network traffic logs on my router are showing around 400GB. I live alone, no guest network, hard WEP encryption. I've paid upwards of $600 over the last few months in overage charges for my gigspeed residential plan. I travel for work. I'm literally home two possibly three weeks of the month and even when I'm in town all I really do is sleep there. Seems quite impossible to use 2TB of data even if I was home all day every day.
I called customer service. Their solution was to charge me an extra $30 a month for unlimited data. When I agreed to it and asked to have the overages refunded they said no. LOL I've only have been a loyal customer for ten plus years and also pay for my elderly parents home on my account as well.
I went to the Xfinity store in Bourbonnais, IL to try to speak to a human. They looked at my account and asked if my Ring Doorbell and Alexa devices could be contributing. LOL They gave me a super secret number for the retention department that sent me to the same person who told me they were not authorized to refund me before.
Can anyone on here offer assistance or reach out to me? Literally about to take this to small claims court and let Xfinity send an attorney down here to fight me over a measly $600...
EG
Expert
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110.6K Messages
1 year ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJamesC
Official Employee
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2.2K Messages
1 year ago
Greetings, @user_ghy686! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about these data issues. I'm sorry to hear you've encountered so much difficulty trying to get this sorted out, but you have definitely come to the right place for assistance.
Under normal circumstances, when there is a large discrepancy like this between what your equipment shows and what our data usage meter reports, we need to reach out to our Customer Security Assurance (CSA) Team for assistance. They have the proper equipment and resources to investigate these data issues. Has anyone tried to put you in touch with them yet? They would have given you a ticket number that begins with "IH******". You can find more details and submit a report online by going to: internetsecurity.xfinity.com/help/report-abuse.
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BruceW
Gold Problem Solver
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26.4K Messages
1 year ago
Try https://internetsecurity.xfinity.com/help/report-abuse. Although not visible, the employee's link has a trailing"/" which prevents the link from working. Comcast has known this for YEARS but they've never fixed it, and they keep posting the broken link.
If you get a "Bad Request" message on my link, try opening it in a Private/InPrivate/Incognito/ window.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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