rcbagk2's profile

Visitor

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2 Messages

Tuesday, October 17th, 2023 4:05 AM

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Data usage spike

Looking back at my previous months data use, it was 49 GB in July 2023, then 358 GB in August…and an impossible 2323 GB in September. When I contacted an agent via chat last month, I was told the issue of how my data could have increased so much would be escalated to the tech team. Their solution was to ‘temporarily’ put me on an unlimited plan. I was promised I would not be charged for it and that it would not be added permanently. My bill this month includes the unlimited plan, and now I am being told they cannot assist me with removing it and I have to go in person for assistance. They kept me on the live chat for well over an hour, continuously transferring me to new agents who would also not help. No one can answer my questions as to how or why the data usage has increased so drastically (already at 520GB for October), and everyone has refused to help with my bill! What do I need to do to get some help and some answers?!

Expert

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107.1K 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. 

Official Employee

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1.5K Messages

1 year ago

I am sorry to hear that you are dealing with exceeding the included data threshold when you believe that you did not. Removing the unlimited data plan is absoltuely we can take of for you. The biggest thing would be to isolate the source of these data usage spikes. We would not want you pay additional costs that would be covered under that plan. You can monitor your data usage using your MyAccount app and with our Data Usage Center with the link: https://comca.st/3mmL6VZ. If a customer chooses to utilize 1.2 TB in a month, we will automatically add 50 GBs increments to their account for an additional $10 fee per month per increment.  The charge will not exceed $100 each month regardless of usage.

 

The data usage is verified by an independent, third-party auditor. The best course of action, in this case, if you are disputing the usage and need clarity you would want to report this to our Customer Security Assurance. You can contact them by following this link: https://comca.st/3JT30rS or by calling CSA Toll-Free Number: 1-888-565-4329.

 

 

Visitor

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2 Messages

1 year ago

I have a household of 2 people. My daughter and I. We haven’t had other people over using our Wi-Fi. We don’t do anything online that would use that much data, we are doing the same things we have always done-and we were gone part of the month of September. I don’t see how it possibly could have spiked that much. This was supposedly already escalated last month, I was given ticket# CR108740069 and was told it would be fixed within 48 hours. But the only thing that has happened is that my bill has increased when I was promised it would not change.

Official Employee

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1.5K Messages

Thank you very much for the details rcbagk2! Rest assured, this is never the experience we want you to be having. We take great pride in your satisfaction and confidence. I would love to investigate that ticket and the status of things.

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.

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Official Employee

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893 Messages

1 year ago

@rcbagk2, thank you for your time working with us over Xfinity Forums. I'm glad we were able to go over all your data and billing concerns. 

 

If you ever experience any data concerns with reporting in the future, our awesome Customer Secuirty Assurance (CSA) experts are available 7 days a week 8am-12am EST either at 1-888-565-4329 or https://internetsecurity.xfinity.com/help. 

 

We are available over Xfinty Forums for support 7 days a week from 6am-12am EST. You can also use the search tool to find similar posts that one of our awesome Xfinity Forums members has created to see if you can find answers to questions as well. We appreciate you being part of the Xfinity, have a wonderful day. 

12 Messages

Hello Justin - there are currently numerous posts on this sudden spike and incorrect doubling of internet usage for a lot of internet customers, including me - a backend issue on the Xfinity side to incorrectly calculate and double the usage amount.

This issue started last month in September. Based on those posts, the suggested fix was to power cycle the modem. I did that twice, but this fix did not resolve the issue. Now my usage as gone beyond the limit again for October and I see on my account that I am going to be billed for it!!

1) How can you help here with the overage billing, while the issue is being fixed. 2) Please suggest how to resolve this usage double counting/spike issue - and I am going to keep doing the power rebooting the modem steps?

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