DATA USAGE ISSUE- UNJUSTIFIABLE SPIKE/DOUBLING OF DATA

My account has been impacted by this artificially inflated/doubled data metering issue, which Comcast has acknowledged is currently plaguing many customers and is apparently being worked on by your Engineering team (per this support thread: https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=65260076f8fcd3407e3c6299&replyId=6526014796e42961f081ff26).

The issue seems to have begun over the September billing period for my account, as our data usage up to that point fluctuated within a fairly consistent and understandable range. The only significant outliers up until September were dips in usage when members of the household were out for part of the month, otherwise it hovered around 800gb each month. I contacted support over the phone two weeks ago and every employee I spoke with along the escalation chain acknowledged it must be an issue on your side as it made little sense how exactly our household would go from around 800gb monthly usage to over 1.7 terabytes in September and now over 1.8 terabytes for October. One representative even mentioned the September usage was exactly double that of the number she had for our household. The only solution we reached over the phone was to trade in our xfinity Xfi gateway to see if it was producing the miscount and a new one might resolve the issue. Seeing as the data usage reading continued trucking along from around 1 TB when I swapped out the modem October 18th to over 1.8TB as the final number for the month, a new modem didn't resolve the issue. After finding the numerous forums of other customers complaining about this issue, and representatives fully acknowledging it as a recognized issue with Comcast’s data measurement systems, I figured I may get a more informed answer and potential resolution here rather than over the phone with an overseas call center.

Before representatives respond to ask the obligatory “are you using a lot of 4k streaming” or “have members of the household started working from home” questions that I’m sure you must ask to gauge the situation: there has been absolutely no significant change in data consumption or streaming habits from my household month over month, no new WFH situations, no new members of the household, and all connected devices I can see thru the app can be accounted for as ours. In fact, members of the household were out on vacation for part of September and October, so it makes even less sense that we would be responsible for using A WHOLE TERABYTE over the norm with less people/devices here to use that data.

On my call with customer service I was reassured that I would not be charged the 100$ overage fee incurred due to this issue on our September bill, however, our most recent statement still has the 100$ tacked onto the bill today. It’s quite obvious we have hit the 100$ max average fee again for October because of this ongoing issue but that bill has yet to hit the account. It would be great if that fee could be waived as promised by the phone reps, and now for October as well. Also, if this is indeed a doubled data metering bug, we are bound to surpass the overage fine cap and be charged the 100$ again each coming month.

I would like to know what you guys are doing to fix this data calculation issue, and would obviously like my specific instance resolved . Quite honestly, I think Comcast at the very least owes us a FREE upgrade to unlimited data for the indefinite future until this issue is proven to be resolved. Emphasis on free, this is NOT me consenting to paying for said upgrade. I have already started to received marketing calls to upgrade to unlimited because of this and its both insulting and, if I didn’t see Comcast explicitly acknowledge fault in another thread, I would feel like I’ve been caught in some sort of racketeering scheme. Above all, I shouldn't have to waste my time every upcoming statement on requesting these bogus overage charges be waived. Please resolve this issue.