jlkd01's profile

Frequent Visitor

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14 Messages

Sunday, September 15th, 2024 3:49 PM

Acute Xfinity Data Spike

This does not seem to be an unusual problem. I've been reading the forums for two days and it is not often that I see a customer's data spike issue ever resolved by Xfinity.  I'm over 70 years old, live alone, not a gamer, have two huge antennas on the roof of my house; one pointed at Milwaukee and the other at Chicago, and no equipment/device changes/additions or habit changes. I've been a customer for over 8 years and I have never been notified, via email, that I am at 75% of my data usage on the 15th of the month.Never have I even come close to exceeding my cap in an entire month.  Now overnight, I am at 100% of my data limit and I used over 300 gig in one night? I streamed tv for approx 1.5 hours last night.  That's the usage I have in an entire month most times.  I am normally a 300-400 gig user per month.  It will increase during certain televised bike races but again, I've never come close to my limit.   I normally do not stream at all during the day.  I use my OTA channels with my TIVO.   I only stream a couple hours at night.   What is going on?  I'm reading all the comments that are similar in nature and I can only think that it is a way for Xfinity to gouge customers who use their own equipment and don't have an unlimited plan.  There is an issue with Xfinity's data monitoring equipment and they don't seem to know or understand how to fix the situation for their customers?  

Official Employee

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1.3K Messages

27 days ago

Hey @jlkd01, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the usage based billing on the Xfinity Internet service. I would be more than happy to offer my assistance looking into this further for you.

While we are unable to view what is using the data, we would like to provide a few helpful tips and tricks. With streaming, do you turn off your streaming devices? Leaving the device on may be using data in the background or continue playing which can go through a lot of data. 

 

Would you also be able to verify that your network is secured along with a password for the wireless network? Changing and updating them may help remove any devices that should not be on the network get removed. 

You can also track the Xfinity Internet usage from within the Xfinity App. It can take up to 24 hours to update, but can provide good information on the usage within the home.

Frequent Visitor

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14 Messages

27 days ago

Hello Xfinity Demetrius.  I can verify that my devices are turned off when I finish viewing.  Since a Roku does not turn off...I unplug it every time I finish viewing.  My network is very secure.  I was a IT back in the day when I worked.  I have the same devices/number of devices connected.  I know each and every device that I connected to my network router.  I have them all labeled.  There is nothing unusual connected.   

Official Employee

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2.6K Messages

@jlkd01 Thank you for providing that information. I'd like to get a closer look at things here on my end. Please send us a DM to Xfinity Support with your full name and address to get started. 

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Frequent Visitor

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14 Messages

I just have to document this. I posted yesterday about this data spike.  I've talked to the Security Team as advised.  The Xfinity tech advised the when he looks at my data, I have only used 170 gig in the month of September.  I questioned why am I receiving daily emails and texts from Xfinity advising me that I continue to exceed my data cap.  Additionally, the Xfinity data usuage app show I am at approx 1.4T on 16 September.  I received my first email on Saturday, 15 September advising the I was at 75% of my data at approx 700 gig.  My Sunday, 16 September, email, text, and app advise I have just exceeded 1.2T.  So in one day, I used 25% of my data.  That day, I was so annoyed, I didn't stream anything!  JR, Xfinity Security Rep, kept asking me if someone has stolen my password or if I have too many devices connected.  I told JR why would you ask that question after you just confirmed that I was only at 170 gig for the month of September.  He still thinks that I am actually exceeding my cap?  Made absolutely no sense to me why someone would still question my equipment and/or usage after verifying that I have not exceeded my data and I'm at 170 gig for this month. He tells me I should call my modem and wifi manufacturers to see if there is an issue on their end?  That made even less sense if he confirmed my current usage did not exceed the data cap.  I just  gotta ask...does this sound familiar to folks out there.  

Official Employee

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2.6K Messages

@jlkd01 We truly appreciate the update, I have a few questions to follow up. I'm going to message you via our DM, so we can make sure that we help resolve this.

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

Frequent Visitor

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14 Messages

As mentioned in the DM...SSID and pswd is changed as well as devices removed from router.  Few remain.  

Frequent Visitor

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14 Messages

All emails and text continue telling me to upgrade my data plan.  This is the consumers complaint dept:                https://forums.xfinity.com/conversations/customer-service/acute-xfinity-data-spike/66e701f0a6879c6c7ca5538a?commentId=66e70ea514a7084f7d2295c2&replyId=66e86fb00b9cf63ed494f9a2

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