TSall88's profile

New Poster

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3 Messages

Sun, Aug 1, 2021 1:23 AM

Data Overage

I am interested in knowing how am I  using up so much data, cause I do not stream movies all day, maybe (1) movie late at night. Stream music for only 20 mins. a day while taking a shower. Play roughly 2 hours online gaming per night. I have a 1.2 Terabyte plan. It is only my wife and I here. No children running up the data plan.

Now, "xfinity has in black and white":

With that much data, you can video conference for 3,500 hours, watch 1,200 hours of distance learning videos, stream 500 hours of high-definition video content a month, or play more than 34,000 hours of online games.

So, for me to be using up my data, than someone is steeling data from my plan, cause there is no possible way I am using 34,000 hours of online games. I do not video conference or distance learning and definitely do not watch 500 hours of HD video content. When it comes to TV, we watch Local Antenna throughout the day. I strongly suggest someone look into this matter and if someone else is using up my data than it needs to stop immediately. Thank you for your understanding.

This post was escalated on August 9, 2021 by Again

Responses

EG

Expert

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89K Messages

2 m ago

Concern moved here for greater exposure to actual Comcast employees for assistance. 

Again

Expert

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26.4K Messages

@TSall88

"...a Comcast Employee will not bother to respond."

That isn't necessarily true.  Granted, it's been a while since you posted, but an Employee will respond.  I also have escalated your post so that they will see it faster.  I am sorry it has taken so long.

By any chance are you on the X1 platform?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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XfinityBrie

Official Employee

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344 Messages

1 m ago

Thanks for bringing this to our attention @EG and @Again, we always appreciate what you do for our customers. 

 

I know Again already mentioned it, but do you happen to be using the X1 platform, @TSall88? Some of the Third Party apps on there do factor into your Usage Based Billing plan. That said, 1.2TB is still pretty difficult to hit, even with heavy users like myself (and my roommate) who stream pretty regularly in HD. It's possible there is a misreport on the data, with which technology can happen from time to time (though quite rare), but is easily rectified. You can also see who and what is on your network with the Xfinity App for your smartphone, as long as you're using an Xfinity leased device. If you do have anything showing on the network that isn't yours, it can be removed, and you can also changed your WiFi password from there.

 

I'd like to start by taking a dive into the data usage on the account. Could you send me a direct message with the account information so I can take a look? I'll include directions how to do so below.

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/2VGeJH8
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

Please include your name, account holder name (if different), and the service address in question.

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