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user_9c6707
1st Topic

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2 Messages

Wednesday, October 26th, 2022 3:13 AM

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Data Usage

My monthly data usage has been consistently between 500-600 GB until last month (September) when I received a text message informing me that I had used 75% of my internet data. It was a week away from the end of the month so I did not think too much about it. Today I received a message that I had used 90% of my internet data! How is it that my usage is suddenly 2x more these past two months when it has been well less than half the established 1.2TB limit? I want to address this now to avoid future bills for unexplainable overages.

Question

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Updated 

2 years ago

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CCYvonne

Contributor

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340 Messages

3 years ago

Hello @user_9c6707 I understand your concern with increasing data usage. This link https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges provides information on how to help conserve your data usage. If you rent an Xfinity modem you can use xFi to personalize and control your home network. It is a great feature that helps determine which device is using the most data https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi I would be happy to review your account and usage with you. Can you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "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

 

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user_9c6707

Visitor

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2 Messages

@XfinityYvonne​ My data usage for October exceeded the 1229 GB limit. The Xfinity rep with whom I spoke with to discuss this issue after following your direction explained my wifi network was likely compromised and recommended changing my password, which will prevent any unauthorized users access. I followed his instructions and waited until mid-November to verify effectiveness. Well, as of 11/13 I've apparently used 627 GB, which assumes I will continue to exceed the monthly allocation.

I've consistently been using only 500-600 GB a month for as many years as I've been with Xfinity, so how is this possible that my data usage suddenly doubled since September? It's even more remarkable considering our son also left for college in August. Need explanation and resolution as I've only added a doorbell camera recently.

regards,
Anil

2 years ago

0

XfinityEricB

Official Employee

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2.1K Messages

Hello @user_9c6707 , and thank you for reaching out about the data usage concern. Our Customer Security Assurance team would be the best team to speak with about data concerns as they can work with you to find out where it's going. This link will take you to the webpage with contact information for that team https://internetsecurity.xfinity.com/help/report-abuse. The experts there will be the best to get the help you need for your usage concerns! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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