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Tuesday, October 24th, 2023 4:07 PM

Closed

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.

Official Employee

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1.3K Messages

9 months 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.

 

5 Messages

No use in talking to agents no body ahs any idea about the issue 

Official Employee

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1.1K Messages

@user_750e87 Have you already spoken to our Customer Security Assurance Team? This is a known issue, and we have been working to get the issue resolved as quickly as possible. Some customers have been able to power reboot their modem, and have the data rest back to normal. Have you tried any troubleshooting steps on your end? I'm happy to help in any way I can. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 Messages

Yes, I have already talked to like 10-12 agents and still no updates on the same. I have reset my modem and my wifi passwords twice but nothing seems to be working for this issue. I am thinking of discontinuing my internet services. Every time I call agents start discussing the issue from zero, which is more frustrating because no notes are made of the issue already got two ticket numbers but no updates on the same. 

Official Employee

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3.9K Messages

Thank you for letting us know, @user_750e87. It's possible your ticket numbers may have been linked to a known issue that is currently being worked on. The fact that you got the ticket number means notes are being made. If you would like us to double-check them, feel free to click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you.

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

5 Messages

I have already talked to two customer support representatives, and they said they raised two tickets against my issue but no updates for the last two weeks. And still, data usage is increasing day by day. We were not at home yesterday the whole day from 10 am to 6 pm but still, our data usage was 100GB which is insane and rubbish. I want to stop my internet services, it was a worst experience past 20 days talking to each representative and explaining same issue for 100 times. No notes are made and follow-up is done and issues is not even resolved.

12 Messages

9 months 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) ?

2 Messages

8 months 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?

Official Employee

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1K Messages

Hey there, have you already spoken with our CSA team about this issue?

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

2 Messages

Yes, I have a case number and everything.  I can now see the direct message icon - is there a way to tag you, or this topic, to tie in with this discussion?

Official Employee

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1.9K Messages

 While we can certainly understand your desire to receive assistance with your concerns, we ask that you only ever post your questions or concerns in our public forum and remain patient for a response. If an employee responds, we ask that you please wait to be invited to direct message them. This will ensure that you get the quickest/best response possible. 
 
 Due to the nature of forums, the Xfinity Forum has never been designed as a place to receive assistance in "real-time". If you are in need of immediate assistance we ask that you reach out to us via one of the methods shared here: https://forums.xfinity.com/t5/My-Account/ANSWERED-How-to-contact-Comcast/ta-p/3053370.
  
 Please note, sending unsolicited private messages to our team, another Official Employee, or any other forum user does violate our Xfinity Forum Guidelines (found here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Guidelines/td-p/3115028) and our Xfinity Forum Acceptable Use Policy (found here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Acceptable-Use-Policy/td-p/2618379). Please remember, by having an account and utilizing these forums, you have already agreed to the rules, policies, and guidelines contained within those document as well as any other posted documents throughout the community.
  
 We can go ahead a move forward this time. We ask that you review those documents thoroughly as continued violations could result in a revocation of a user's Xfinity Forum posting privileges. Thank you in advance for your understanding, and I look forward to assisting you. 

 

Can you please provide your full name and service address? 

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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