Our data usage has exploded every since we got notified on October 22nd that our mbs got upgraded from 200 mbs to 300 mbs. We have not changed our devices and do very little to no gaming. We stream movies (ie Disney +) about once every other day, only one movie in SD (should be about 0.7 gbs/hr). We have been averaging about 850 gb/mo over the last year or so prior to October. This past month (October) we went over the 1.2 TB limit, an increase of almost 500 gbs over our average of about 850 gb/mo. Towards the end of the month, we received a notification we reached 75% of our limit, less than 16 hrs later we received a notification we used 90%. They said we used 90 gb in that 16 hours and 8 of those hours we were sleeping. We watched one movie during that time. We are NOT streaming in HD (ie 4K). I tried to do the help chat but they were not helpful at all. When we stream a movie in standard def (which should be 0.7 gb) our internet usage has skyrocketed to 3-4 gb/hour. We have software for our router that shows the real time usage and I have been tracking and recording our hourly usage for the last 2 weeks. I've checked and double checked our TVs to ensure we are not streaming in HD or 4k. We should not be burning 3/4 gbs/hour when watching a movie in SD. We have not been hacked as I can see all connected devices (wired and wireless) through our routers website and I recognize all of them as ours.
Wondering if anyone else has seen a recent explosion of data usage with no real changed in your pattern of behavior with regards to your internet usage.
CCMike1
Official Employee
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933 Messages
3 years ago
Hi @user_a5d9b0 I understand you have some usage concerns. All data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards your data plan, regardless of the source. I'd like to ask, are you using your own modem or renting an xFi Gateway?
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user_a5d9b0
Visitor
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18 Messages
3 years ago
Our own modem (Netgear c7800) which we've had for over a year and half. We've never exceeded 850 gb/mo until this past month (October). Data was looking normal until Fri, 10.22. No data issues until the last few weeks. Coincidently right after when we were notified that our internet speed was increased. I wouldn't think that would have an impact but it seemed odd we received that email and boom our internet usage shot up with no change in our behavior or additional devices. In fact, half the household was out of town that weekend for which we allegedly used 90 gbs in 16 hours (Sunday afternoon 10.23 overnight to Monday morn 10.24). Using 90 gbs in 16 hours (actually 8 hrs since we were asleep for 8 of the 16 hrs) is next to impossible even if we were streaming at 4k for all of the 8 hrs we were awake, which we were not (we watched 1 movie durning that time). Below is the email we received from comcast on Fri, 10.22. Modem/router has been recycled/rebooted multiple times as well as all other normal trouble shooting has been performed up to and including tracking and logging our hourly usage since Monday, 10.24, utilizing the data obtained from our Netgear router website. As best we can tell, all the analysis we've done points to streaming movies on our TV as we removed all devices and started adding them back to determine which one was sucking the most data. We regularly monitor wired and wireless clients (ie our "devices") on our router modem and have never seen a rogue device. I do acknowledge there are ways around that for a hacker but if the system was hacked I would think data usage would be astronomical as the hackers would take more than just a few 100 gbs here and there.
As an example we streamed a movie on Disney + last night at standard def (0.7 gbs/hr) and our Netgear readings were showing 3.5+ gb/hour for the 3 hours we were watching the movie. We burned 10.6 gb for those 3 hrs of watching a movie followed by a drop to about 1.5 gb for the next hour after the movie was done.
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user_a5d9b0
Visitor
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18 Messages
3 years ago
Sorry, I forgot to mention, I am aware upload and download combine to count toward total usage. That being said, upload usage for us are minimal, they run ~ 3/4 gb/day for the last 2 1/2 weeks that we've been tracking our hourly usage. The significant data usage I mentioned is mostly on the download side. Total usage has been north of ~35 gb/day for the last couple weeks even though we have significanly throttled back our usuage over the last week or so as we've been trying to trouble shoot this recent issue.
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user_40bbfd
Visitor
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1 Message
3 years ago
Yes! I’ve been with xfinity for 3 years and all the sudden starting this past Aug it’s telling us we use 75% of our data within 2 weeks of the new month. I even disabled our ring this month. We didn’t stream any movies and we kept our cellphones off wifi and I also checked to make sure we weren’t hacked but yet we used 75%. I called customer service and the women was straight up USELESS. Something isn’t right.
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user_77a0dc
Visitor
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3 Messages
3 years ago
weirdly got a 75% usage two weeks into the month.
i have 1.2tb of data and I’ll get the 75% email typically in the last week, if at all. something is up with xfinity..
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user_mm
Visitor
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2 Messages
3 years ago
Hi, I am seeing similar issue within 20 days my usage is over 1000 gb. My internet use has been the same as of previous months but this month it has shown spike in data usage for no apparent reason where usually my usage remains around 650 gb for whole month. I called xfinity but they could not tell any reason nor they provided any solution to this, instead told me to check with router company i.e. Netgear. I checked with Netgear as well and there is no way to determine which device is using the bandwidth and I can confirm that only recognized devices are connected to my Wifi. @Xfinity, need to help out in this situation. Why is this happening?
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user_945524
Visitor
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1 Message
3 years ago
Can you confirm that there is no change in the way Xfinity is counting data usage? There was a recent change in the dvr service and storage. I have had a huge increase in data usage since
mid October as well. I have averaged between 600 and 700 gb/ month up until mid October. Prior to July my spouse was working from home 4 days/week and we didn’t come close to the usage we are at now.
(edited)
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user_82f979
Visitor
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2 Messages
3 years ago
I'm also having the same issue. Nothing has changed in the past year of how and with what devices we use the data but our usage total has increased significantly in the last couple months. Called support today and they shunted me off to security department and it was quickly obvious that they had no real answers. Tech 'escalated' my case and am waiting for call back. I do not have high hopes for a satisfactory solution at this point.
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user_9984c9
Visitor
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1 Message
3 years ago
All of a sudden after I bought my own modem, and bought only internet service, my data usage has skyrocketed for no apparent reason. I'm receiving notices and within the first two weeks in December they're saying I am over 90 % of my data usage. I kept the same speed, same tv's and device usage. What the heck! Help!
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user_78088e
Visitor
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7 Messages
3 years ago
Prior to December 2021 I was using less than 200 GB per month. In December my usage jumped from less than 200 GB to over 1,300 GB. In January i received the notice that I had already used 75% of my data and I was over 900 GB. The text help didn't help me either. Have not added any more devices. Nothing has changed. I don't know what is going on.
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user_a4bbab
Visitor
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2 Messages
3 years ago
I just read your post and have had the exact same issue, including getting no help from the help line or the tech that was sent out to our home. The tech explained that Xfinity knows this happens but it is our issue to resolve. I am about to drop xfinity after being with them for over 15-years. Here is a description of what we have seen.
Our December usage was 2.302 Terrabytes of data. The total data we had used from July through November (5-months) was a total of 2.528 terrabytes which started significantly increasing in September when it basically doubled every month since. I would add that we had three kids at home through mid-September, when two of them moved out and went back to college, and our third went back to in person high school. July and August had everyone at home and those two months averaged 115GB month.
Jul 142gb
Aug 88gb
Sep 432gb* (kids moved out or went back to school full time)
Oct 959gb
Nov 907gb
Total July-Nov= 2.528 Terrabytes
Dec Total = 2.302 Terrabytes
We were told by Comcast that it looked like someone was using our data and they could do nothing about it. They suggested we increase our data package to unlimited in order to avoid the overage charges that they cap at $100 a month. I think this is rediculous given we are not the one using the data. We have reset our passwords, rebooted and added virus protection etc and we are still seeing high usage in January (762 GB) through January 20, 2022.
I will be following your post and looking for solutions. Hopefully XFinity will do the right thing and step up to find a solution, though I doubt it given the overage charges that they can make. It's like the banks and their late charges and overdraft charges etc. ($$ billions to be made).
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user_a4bbab
Visitor
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2 Messages
3 years ago
I just read your post and have had the exact same issue, including getting no help from the help line or the tech that was sent out to our home. The tech explained that Xfinity knows this happens but it is our issue to resolve. I am about to drop xfinity after being with them for over 15-years. Here is a description of what we have seen.
Our December usage was 2.302 Terrabytes of data. The total data we had used from July through November (5-months) was a total of 2.528 terrabytes which started significantly increasing in September when it basically doubled every month since. I would add that we had three kids at home through mid-September, when two of them moved out and went back to college, and our third went back to in person high school. July and August had everyone at home and those two months averaged 115GB month.
Jul 142gb
Aug 88gb
Sep 432gb* (kids moved out or went back to school full time)
Oct 959gb
Nov 907gb
Total July-Nov= 2.528 Terrabytes
Dec Total = 2.302 Terrabytes
We were told by Comcast that it looked like someone was using our data and they could do nothing about it. They suggested we increase our data package to unlimited in order to avoid the overage charges that they cap at $100 a month. I think this is rediculous given we are not the one using the data. We have reset our passwords, rebooted and added virus protection etc and we are still seeing high usage in January (762 GB) through January 20, 2022.
I will be following your post and looking for solutions. Hopefully XFinity will do the right thing and step up to find a solution, though I doubt it given the overage charges that they can make. It's like the banks and their late charges and overdraft charges etc. ($$ billions to be made).
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user_397b4e
Visitor
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5 Messages
3 years ago
We are having this exact issue. Nothing has changed as far as our habits but our data usage has exploded. We called Xfinity a few months back and they were worthless. Our kids were home last year (two college students living at home during COVID when classes were online) and still never came close to using our data. We are going to start looking at other options if this continues. I hate having to worry about it each month!
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roaring57
New Poster
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2 Messages
3 years ago
We just received a notice that our data usage was also over the data limit. Yesterday received a notice that we had used 90% and while we slept we went over 100%. When I got the 90% usage, I discontinued Hulu, but then we still managed to go over. Now we are going to be using our free month of no charge! This is ridiculous. Is there a way to limit data usage through the comcast router? if so how? No I don't want to wait for a call from someone that does not know how to fix this problem; we are all not being hacked this is an obvious problem that seems to happening to get even more money from us. Yes, we can pause devices, etc, but we should not have to pause and unpause devices all day long, and all of the sudden.
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user_12a30a
Visitor
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10 Messages
3 years ago
I’m having the same problem. Used 3/4 of a gig overnight. I have WiFi and both my Apple phone and watch are connected to WiFi. I too called support techs and got no answer. I used less than half a gig last billing cycle. This cycles I’m 23 days in and already used 1.29. Xfinity needs to research and fix this. We should not be charged extra. If this continues I will be changing my service to another carrier.
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