Data Usage Overage…No Way

Hello…Thavk you for reaching out finally. I’m  so frustrated, not happy at all especially since we have been with the company 20+ years. To answer your question…no one has gotten back to me after regarding my case # with Tier 3. I called again on 12/11 Mon (total now 5 hrs+) with no success of anyone being able to answer any questions. Again…no way truly used 1.2 TB by the 9th day of our billing cycle. No new devices, no hacking, nothing new at all! We only average using 500 GB/month. I would appreciate if a rep from the US (not off shote) Tier 3 team to call me. In addition to a call for clarity, I do not want to see any data overage charges on our next bill nor do I want to use our complimentary no charge once a year data overage. I look forward to hearing from you soon. Thank you, Angela

We are happy to look into it for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Thank you. I sent DM on 12/27/23. Waiting for response. 

We're having the same issue, was your problem resolved?

@chinabow if you are having data usage questions the best resolution will be to give our team a call at 1-800-XFINITY and ask to be transferred to the Customer Security Assurance Team that has the tools for help with Data usage. 

Hey @user_majygi. To reach out CSA team, you want to call them at 1 (888) 565-4329. That will get you to them without having to go through our other agents at 1 800 Xfinity. Hope this information helps you out!

Hi there @Whatever77 ! Thanks for your feedback on data usage. I wanted to point out a few links that may be helpful for you and anyone else that may come across this thread: 

What counts towards my data plan?

How do I avoid data overage charges?

Questions and answers about our Data Usage Plan

I have found that the information in the above links many times helps our great customers get to the bottom of what is going on with their data. I definitely recommend reading them over when you get time. If you have any questions, please do feel free to ask! 

We just had the exact same scenario

with data overage issues with the same response from Xfinity - blaming the customer.  Xfinity you have a problem that needs to be fixed, listen to your customers.  I hope more people see these posts, perhaps a class action lawsuit is in order. 

Greetings, @chinabow! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're also having issues with your data usage, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

@XfinityFrank​ 

These links were not useful. I am well aware of how to monitor my data usage; we have usage monitors on our devices and our daily usage on our devices is under 1 GB. Given that month after month our usage is never even half our 1.2 TB limit and we have not changed anything in our devices or usage patterns, it is highly unlikely that we are responsible for this increase. It's quite a racket that Xfinity says they can't provide day-by-day or by device monitoring that might allow the usage to be tracked, but apparently feels free to inform people that they are over the limit and will be charged, even when the customers are monitoring and don't show the usage. When you have a lot of customers complaining about the same issue with Xfinity, the common denominator appears to be Xfinity.

 I would recommend contacting our Customer Security Assurance (CSA) team. They have the tools to dig into the concerns regarding data further. You can contact them by going to their website at: https://internetsecurity.xfinity.com/help/report-abuse.