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user_369bff
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Visitor

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3 Messages

Sunday, June 27th, 2021 2:48 AM

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Data Usage Meter Not Updating - Xfinity Expert Support Needed

Hello,

In MyXfinity account I cannot see the data usage anymore. For the month of June I used data for sure but it shows zero.

After 6 hours on call with Xfinity at 877-807-6581 there is still no resolution.

I want to find a solution for this!!! Can anyone help with why the data usage is not updating.

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3 years ago

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EG

Expert

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107.2K Messages

3 years ago

Concern moved here for greater exposure to actual Comcast employees. 

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XfinityRay

Official Employee

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2.2K Messages

3 years ago

Hello, @user_369bff. Thank you for reaching out with your concerns about viewing the data usage and not having a resolution after calling in. I understand it is important to have that information at your fingertips and am glad to help. By chance have you recently changed your modem or moved your account with us? Are you logging in with the Primary or a Manager Xfinity ID when accessing the My Account app or website?

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user_369bff

Visitor

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3 Messages

3 years ago

@ComcastRayana  I have not moved my account in May. I moved in March 2021. I have not changed the modem, it is the same modem I started my account with. Logging in with Primary or Manager ID has no effect on the data usage meter. Website or app has no effect on the data usage meter. I think the problem lies somewhere in the Comcast data polling pipeline.

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XfinityJamesC

Official Employee

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1.7K Messages

Thank you for clarifying, @user_369bff. If you transferred your service back in March, it's possible that your login is showing the usage at your previous address, which would definitely be at zero.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

user_369bff

Visitor

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3 Messages

@ComcastJamesH I did not get a call back from the engineering team that I was promised.

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@user_369bff I am sorry to hear you didn't get a call you were expecting. Was this call regarding your data usage meter not working? I see that you were able to speak to someone about 6 days ago, and that was the last time we heard from you. 

I no longer work for Comcast.

3 years ago

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BruceW

Gold Problem Solver

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26K Messages

3 years ago

@user_369bff wrote: "... I cannot see the data usage anymore. ... After 6 hours on call with Xfinity ... there is still no resolution. ..."

It may take some time. This has happened to me twice, and both times they were able to fix it. It took 2 to 3 weeks each time, but they did fix it.

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user_a61810

Visitor

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1 Message

3 years ago

I've got the same issue and tried to get someone to fix this via phone call and actually went tom a Comcast store. Think think I'd rather chew on aluminum foil than to pursue this further. 

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XfinityAldrik

Official Employee

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1.7K Messages

Hello @user_a61810, this is not the experience we want you to have. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this data usage issue.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Again

Expert

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31K Messages

@user_a61810

Did you also move?

An account number isn't just tied to a person, it's tied to an address as well.  If you moved you have a new account number and therefore you would need to check data for that account.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

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