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.
Fastning3N
Visitor
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2 Messages
4 years ago
Jan 30, 2022: ISSUE SOLVED
TLDR; After we upgraded our modem, our data usage tripled even though our surfing habits hadn't. We immediately surpassed the data limit, got the automated "free pass" the first month, and then the second month got a call from xfinity sales offering us an $11/mo remedy to the data overage problem they created. I told them to shove it, and lift the data cap for no extra charge or I was switching providers.
How To Navigate The Customer Retention Script
An xfinity sales rep called offering to provide "unlimited data" for only $11/mo. I said "Yeah, that's not happening, because we're not using any of this [Edited: "Language"] data you're clocking us for. I'm switching providers. Please cancel my account." Naturally, he freaked out and routed the call to the customer retention department, where the agent (Miriam) had three tactics to keep me as a customer. [Edited: "Solicitation"]
Retention Tactic #1: "Well, I see this is the first month you've gone over your data plan, so we're happy to waive it." This is nonsense, as I went over last month and got an email saying as such and that they'd waive the charge. Accepting this tactic would have landed me in the same spot next month.
Retention Tactic #2: "Well, why don't we waive the charge this month, send a technician out to the house and see what we can find." Anybody in this thread knows this issue has nothing to do with the tasks an xfinity line tech is going to do- which is [Edited: "Language"] your schedule, and awkwardly trample around your house for 45 minutes. As in tactic #1, the issue won't get resolved, and we're back on the phone next month. PLEASE CANCEL MY ACCOUNT.
This is where it starts to get good.
Retention Tactic #3: "Well, I'm happy to upgrade you to unlimited data for only $11/mo"...
MY SOLUTION: "Hey Miriam, here's what's going to happen: You're either going to upgrade my plan to unlimited data for no extra charge, or you're going to lose this customer." My wife was in the other room on the AT&T website ready to move us over if need be.
Miriam said she'd "Look around to see if there were any offers...etc". I said, well, you've got about 20 seconds to figure this out before I hang up.
Lo and behold, Miriam came back with a 12-month contract that *did* have the $11 Unlimited Data plan, but cobbled together a few other arbitrary % discounts which got us back to our regular monthly plan.
CAVEAT: We are lucky and live in an urban area where we have alternative choices for our ISP. We made sure of this before resorting to hardball. If xfinity is the only internet provider in your area, you are going to have to bluff a little. There's no telling what data xfinity has as far as what other ISP options are in your particular area. It's my sense is they have a general idea about the other "big boys" like AT&T, but since there are always new options popping up they can't be 100% sure you don't have a backup plan. Don't accidentally negotiate your way out of internet altogether! It's a precious resource and the providers all know it.
Good luck!
William
Parting note: If xfinity makes this post disappear, we will switch our service to AT&T. Of course, xfinity will happily sacrifice this one noisy, intelligent customer to save their [Edited: "Inflammatory"] "data usage overage" marketing blitz, so I'm also posting this guide at https://aquariphone.com/2022/01/30/xfinity-data-overage-scam/ as well as msgboards on Reddit, Discord, and myriad other platforms where scores of customers are reporting the issue.
(edited)
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user_acbc21
Visitor
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1 Message
4 years ago
Exactly the same problem here. We turned off our PC, unlinked our phones from Wifi, and still see 20 to 30 gigs increase in data usage the next day. It seemed that Xfinity is pushed us to the limit such that we will be forced to upgrade to unlimited plan.
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CCElizabeth
Problem Solver
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908 Messages
4 years ago
@user_acbc21 20-30 GB of usage when no devices are connected to your network is very concerning.
To everyone experiencing unexplainable and excessive data usage:
Please reach out to our Customer Security Assurance Team right away. Our Customer Security Assurance (CSA) Team are security experts who make sure you have a safe online experience. These security professionals handle issues like unexplained data usage, phishing, spam, infected computers (often called bots), online fraud and other security issues. Customer Security Assurance can be reached at 1-888-565-4329 and their hours of operation are 6:00 AM - 2:00 AM ET/Seven days a week.
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user_980fba
Visitor
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3 Messages
4 years ago
I've never hated a company as much as I hate Xfinity. Nothing but problems for months. [Edit: Inflammatory] from me by adding boxes I don't have. Now this ridiculous data [Edit: Inflammatory]. I'm disabled and I don't use much data. This is [Edit: Inflammatory].
(edited)
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