5 Messages
Data Usage Spike
Over the past 15 days of the current internet cycle, a noticeable and unexplained increase in data usage has been observed within the network. This surge in data consumption has seen a significant spike from a regular monthly usage of 300 gigabytes (GB) to an unusually high 800GB within just 15 days. It's important to note that during this period, there have been no instances of online gaming, streaming of high-definition videos, or any significant heavy downloads or uploads from any of the network users.
This unanticipated and continuous data consumption anomaly has persisted for the past 14 days, and the root cause of this issue remains unidentified. The sudden surge in data usage is particularly concerning given the absence of activities typically associated with such high data consumption. It raises questions about the efficiency and integrity of the network, as well as potential security concerns.
Immediate attention is required to investigate and rectify this data usage anomaly, as it can lead to higher costs and network performance degradation. Network administrators and service providers should promptly conduct a thorough analysis to identify the source of the problem and implement necessary measures to curb excessive data consumption. This investigation may involve examining the network infrastructure, monitoring user activity, and checking for any unauthorized or compromised devices on the network.
Addressing this issue is crucial to ensure that the network operates efficiently, remains cost-effective, and maintains a high level of security. Failure to resolve this problem could lead to further financial and operational challenges for the network and its users.
XfinityChristy
Official Employee
•
1.7K Messages
1 year ago
@user_750e87 Thank you for reaching out here on our Xfinity Forums. I can see how this would be alarming, and I want to be sure to get this resolved and give you some peace of mind with your account and services. Here is our Customer Security Assurance Team contact information, along with their hours of operation.
1-888-565-4329 8 AM to 12 AM ET/Seven days a week. This is the best group to handle this type of concern.
6
0
user_b9z7gb
12 Messages
1 year ago
Hello Kassie/Christy - there are currently numerous posts on this sudden spike and incorrect doubling - 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 has 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 issue in addition to the power reboot (and meanwhile I am going to keep doing the power rebooting the modem) ?
0
0
user_2zcdzq
2 Messages
1 year ago
I'm having same issue - and trying to Direct Message the support team to add my case to this topic/conversation but do not see a Direct Message icon.
Good to hear it's a known issue, but the multiple people I talked with today are unaware of this known issue, and instead, insisted that I ask my household what they are doing to cause it, and/or reset my wi-fi password ('someone must be hacking my internet') and of course, "upgrade your plan" to unlimited. Nothing has changed in my household, just your inflated data usage numbers that started this month and each day is a higher volume than the day before. How do I get included with your team's ticket to ensure it gets resolved for me?
3
0