Visitor
•
4 Messages
Data Usage for 1 Day Over Excessive
Been with Comcast/Xfinity over 25 years. I checked my data usage frequently -- usually between 25-30 GB per day. Between 1 Aug - 2 Aug 2021, I checked & the Xfinity data usage report --shown that I used 134 GB (100 GB way over my daily average usage). I spent hours talking on the phone (with many dropped calls) talking with multiple Technicians & Customer Support with no resolution. Finally got send to talk with security department & got ticket put into the system on 2 Aug 2021. I was told it will be resolved within 24-72 hrs & will get a call back. As of today, 6 Aug 2021 (been over 72 hrs) I didn't get no call back. I called to checked today (again spending hours on the phone) and was told the ticket has to go up to Tier 2 & to wait on the phone. Finally got to talked with tire 2 technician. No resolution, was told that they can only recommended how to manage data usage. This is ridiculous, I've been in computer field for over 30 yrs -- I understand data technical issue. I asked if there is any compensation for the 100 GB over charged on my account for that 1 day -- was told there was none. This is really unacceptable as to customer enjoyment/satisfaction. I now having to try and keep data usage low daily (at present – around 10-15 GB) so that it will not go over the month limit of 1.2 TB.
EG
Expert
•
110K Messages
4 years ago
Concern moved here for greater exposure to actual Comcast employees for assistance.
0
0
user_0a6b7b
Visitor
•
4 Messages
4 years ago
Thank you for your reply. I'm very new to this forum and don't know where to post issue. Hopefully If I needs to post again, I will try to find the PUBLICLY location.
0
0
CCAnna
Problem Solver
•
874 Messages
4 years ago
This certainly sounds like a frustrating experience, @user_0a6b7b . I’m sorry to hear our technical team was not able to come up with a solution. First, thank you for being a long-time customer of Comcast 25 years, that is amazing. It sounds like you have some experience in the technical field but I still just want to quickly list some reasons why you might notice an increase (for the community).
Streaming video commonly uses the most data for many households. Streaming HD content uses around 3 GB per hour while streaming 4K content uses about 7 GB an hour. Some services like Netflix allow you to adjust video quality to reduce data consumption. Make sure any apps you use (Netflix, Hulu, Disney Plus) have turned off. Some apps can continue to run in the background, even if you are not watching anymore.
Activities like torrenting, large game downloads, video conferencing and uploading can also use significant data.
Other activities like gaming, web surfing, VoIP services, music, and email communication don't typically consume large amounts of data.
Our My Account app offers customers the option to monitor data. If you rent a modem from us, you can use the xFi app to monitor each device. This can certainly narrow down the cause of a large data increase.
I understand your situation is unique. I would be happy to investigate further. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!
0
0
user_0a6b7b
Visitor
•
4 Messages
4 years ago
Thank you Xfinity Anna -- I tried private chat as you stated but no one respond or reply. Anyway, I did find several email addressed for comcast personnel which I wrote email to them stating my concerns. I got rely from a person named LEAH from the office of Tom Karinshak. I already replied to that email stating my concerns and issues. I'll try the private chat again later on to see if someone will response.
1
0