Frequent Visitor
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10 Messages
Data Usage and terrible customer service
Very frustrated xfinity user. Automated chat bot never lets you get to a live agent. FB chat sends links that never work. Support page freezes and never lets you go anywhere.
For the first time ever I am getting warning messages that I am about to exceed my 1.2 TB usage for December and the month is barely mid point.
I have checked my router logs and no outside connections.
Only 2 seniors living here and our usage in December should be even less that normal as we have been traveling. There are no streaming services running in the background.
What I want to see is a chart of my usage, not by month but by days. And to include the IP addresses being accessed.
If Comcast / Xfinity is saying I am over, this should be no problem to supply - if a live person ever gets my question.
XfinityVianney
Official Employee
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2.2K Messages
5 months ago
Thank you for reaching us here on Forums. I appreciate you taking the time to create this post and provide your feedback. I understand it hasn't been easy to get the help you need, and I am grateful for all your patience so far. I know how it can be when you don't feel heard. That said, you are in good hands, and we'll do all we can to help.
I see your post was primarily regarding a notice for data. I understand there are only two seniors in the home, and you haven't seen any change in usage. Additionally, you did more research to ensure there aren't any extra devices on the network. Thank you for giving all this a try and being proactive.
I am able to see your data by month or by day. That said, I am not able to see what specific device is using the data due to privacy protections. You could also call support and request the Customer Security Assurance team if you feel the data is not correct or want more extensive research completed. While you are away, do you keep any devices online like security cameras or door bells which can provide a live feed? Any recent changes at all that come to mind?
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Oldradio992
Frequent Visitor
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10 Messages
5 months ago
I tried calling but the voice recognition system would not recognize asking for the security team.
can we start by getting sent to me a daily usage report for November and December?
I do have cameras but they store to local disks and I have had them for 3 years.
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Oldradio992
Frequent Visitor
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10 Messages
5 months ago
This should be able to be resolved via messaging or email without an extensive wait to try to speak to someone who barely speaks English.
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