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user_529e94
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6 Messages

Tuesday, June 27th, 2023 11:44 PM

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ACP - Data usage zero ?!?

I have used my new service since mid-March and qualified for the ACP assistance, but Xfinity keeps kicking me out of the program and sending me bills with the warning that I'm using no data.  A technician came out finally and switched the brand new modem with another to no avail.  My phone shows wifi data usage near 200 GB for the past 4 weeks.  I have made numerous calls for hours on end having spoken to upwards of 20 agents and I'm about to lose my mind!

Question

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Updated 

2 years ago

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EG

Expert

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110.3K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasB

Official Employee

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1.9K Messages

2 years ago

Hello @user_529e94. This is never the experience we want you to be having. Just to make sure that we have allf our ducks in a row. Is this related to your Xfinity Mobile service? Appreciate you taking valuable time to get us in the loop to help. 

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user_529e94

Visitor

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6 Messages

2 years ago

This regards wifi per my message.   

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XfinityThomasB

Official Employee

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1.9K Messages

Gotcha! Thank you for the details. I would really like the opportunity to pull up the account to see what might be causing this.

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

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 years ago

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user_529e94

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6 Messages

I am signed in as I am responding here.   I don't see any icons to send a direct message.  I see only a blue + sign for a new forum post.

(edited)

2 years ago

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XfinityThomasB

Official Employee

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1.9K Messages

Hmm, that is super strange, there is no chat icon in the top right? I should appear as a square speech bubble. 

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 years ago

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user_529e94

Visitor

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6 Messages

Yes, I see a 2nd chat bubble at top-right (but it doesn't look like pencil and paper as you described).   I will send a direct message now.  Thank you.

(edited)

2 years ago

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XfinityThomasB

Official Employee

 • 

1.9K Messages

Great! Thank 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

2 years ago

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user_4a0695

Visitor

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1 Message

2 years ago

I am having the exact same problem. 

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user_529e94

Visitor

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6 Messages

@user_4a0695​ , it's infuriating.   I have called Xfinity many times since joining in March, speaking to multiple agents, on the phone for hours each time.  It was 14 agents one day.  This equipment was new but they replaced it.  Still reads zero data usage on their end while my phone shows 155Gb wifi data used for just the current period.

2 years ago

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user_529e94

Visitor

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6 Messages

@user_4a0695​ - Finally, Xfinity fixed (somehow??) their data reader and are showing my data usage.     FINALLY.

2 years ago

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