Data usage not accurate

This will be my 3rd attempt at trying to get some type of assistance as to why all the sudden we’re going over our limit every month for the past 3 months. Your ad says that only 5% of your customers go over the 1.2 terabytes. In July, i paid my bill everything was fine. The end of August i was told that I had gone over my limit not only for August but for July as well. I had already paid that bill. How is it that it took 30 days for you know that i was over the limit. I was told by customer service that it’s because xfinity billing period is set up that your paying for the prior month. Ok, so how is it that in August, September, and now October that you’ve been able to notify me the day we go over our limit? The first time I called and spoke with someone she told me that she agreed, and that she wanted to look into it and would call me back the next day, that I would not be charged the $100 vs $50 usual monthly charge. Didn’t happen. Never called me back and yes, I was charged $100. Same thing the next month, and I wasn’t even home for almost half the month. I was in another state, yet still went over. I called and asked if I can find out how much data each device is using so I can investigate that. I was told no. Now how is it possible that you can’t give me that information? How do you arrive at how much data anyone uses if you don’t know what devices they have or how much each one uses? She said, I can tell you that you have gone over your limit. And starts giving me the date we went over. Hello?? I know that. She kept trying to resolve the issue by having me upgrade to unlimited data. That’s not an acceptable solution. 2 people live in this apartment and Last month I disconnected everything using data except 1 TV and our 2 cell phones and he rarely uses his cell phone. 10 days away from the end of this billing cycle and already gone over the limit. I’ve been reading other complaints about the same issue. And read 1 person stated he can prove x-finity pads your usage by 20-30% every month because he installed a sensor packet at the border of his network, and for the last year it shows x-finity padding his usage by 25% more. He said he has to call every month and get a refund and gets assured it won’t happen again but it does. They have confirmed that their usage was wrong. I’m infuriated that a company of this size would do this to begin with. But during a pandemic? When people are hurting for money and many people unable to work and kids can’t attend school and doing it from home. X-Finity chooses to take advantage of people and profit even more off of your customers! Sadly, most people won’t question it and just pay it. I want my money refunded for the past 3 months that I was charged double the amount I normally pay. And if I can’t get that, I’ll be turning in this modem and canceling my service first thing Monday morning. I’m fed up with the lies, the lack of knowledgeable customer service, and a company cheating people out of money for a [Edited: "Language"] product that doesn’t even consistently work.

Responses

EG

Expert

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110K Messages

4 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.

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CCKorie

Problem Solver

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1.1K Messages

4 years ago

I am sorry to hear about your past experiences with us @user_45e3fb. I can assure you though, we do not pad any internet usage on customers account at all. You are able to track your data usage through the Xfinity App under the Internet tab.

Unfortunately, we have no way to identify which devices are using the most data either. To dispute your data, and if you think it is calculating incorrectly, you will need to contact our Customer Security Assurance Team at

1-877-807-6581.

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user_45e3fb

Visitor

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4 Messages

@XfinityKorie

no thank you. Done that three times and the people answering those phone have no clue. Every device I own is unplugged from your wifi now and I’ll be there in the morning to turn in this modem. Explain how 1 device has used 40 GB of data in less than 12 hrs? Not padding??? No not at all.

4 years ago

XfinityLinda

Official Employee

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1.8K Messages

@user_45e3fb I'm sorry for your frustration with us and to read you will be returning the modem. We are happy to go into detail with you about the data usage and billing at the store if you would like. Otherwise, you can return the modem without any issues. Thanks!

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4 years ago

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user_9cbc45

Visitor

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4 Messages

4 years ago

Oct. 21, 2021 I am now in the same boat!! I moved here in Sept 2021. Xfinity is the only choice we had here. (have no idea why) This has been the worst thing I have ever done. First after so many tries they said they found a modem that would work and let me have basic TV! Wrong. Had to drop the TV. It froze and came on all by it's self every night. We would be on agent chat for hours. Then get it up and running only for it to freeze again.. Now they are saying because I have a Roku, an Hulu for my TV that is what is using my data. We had Roku from the start. We had Hulu also. Just upgraded to local channels. That was why we only went with basic TV package. So I called today because I got "the notice" about data usage. First I was told I could not get the unlimited data. I got off the agent chat and called them. What a joke. She barely spoke English. She told "yes you can get unlimited data" I said for the $11 a month increase? "YES!" "Now let me look for a new package for you." I said why. My package is landline and internet. She says "Yes. Yes." Now I will look for the new package. By the time she was done My new package "with both landline and internet" and unlimited data will be $96.80. I said WHAT! I am paying $54 a month all I want is the unlimited data. HER: "YES, YES" your new package. I rent the modem from them since they told back in Sept 2021 that my modem would not work. It was useless. I am so tired of this. Of course I am under contact until Aug. 2022. So throwing in the trash is out. Have no idea what to do. Only 2 of my phone jacks work. One needed for modem and one in the kitchen. Paid the $100 for "tech" to come. He never got the wall plugs to work. Only modem one and kitchen. I did fight that and got my money back. Now I think because I cancelled TV they are saying my usage is going over the limit, that they said only a few of our customers go over. Makes you wonder. I am at my wits end. Can anyone from Xfinity ever tell you the truth?? They find a way to stick it to you.

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XfinityAnthonyT

Official Employee

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1K Messages

Hey there, I am so sorry for the poor experience, it sounds like you canceled cable with us and now watch live tv through Hulu, which is almost certainly the cause of the data usage spike since that would be all internet based. As for promotions, I can take a deeper look for you. Send a direct message to Xfinity Support with your name and address.

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4 years ago

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user_45e3fb

Visitor

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4 Messages

So, if xfinity isn’t padding their internet usage, explain this, I turned wifi off on both mine and my boyfriend’s phones early this morning when we went over our limit, so the only wifi being used is for the tv. We’ve used 40 GB of data since then and the day isn’t even over. TV is now unplugged and off, not 1 device using wifi. So we will see how today ends. By the way it looks, I’d have to pay an additional $10 everyday for 11 days. This is some joke. And you have complaint after complaint after complaint. And no desire to even make any attempt to resolve or fix the issue. Xfinity you just lost a customer. And I will scream it and post and tell everyone I come in contact with.

4 years ago

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user_9cbc45

Visitor

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4 Messages

@XfinityAnthonyT I am going into the store today. All I want is the $11 unlimited data. That is it. Yes I know the bill will go up (taxes and all theother things added to it) however a more than double that is not right.

4 years ago

XfinitySheila

Official Employee

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1.1K Messages

@user_9cbc45 As a heavy streamer myself, I understand you concerns and can help get unlimited data added to your account here.

Please send me a direct message with your name and address to get started.

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.

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4 years ago

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user_9cbc45

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4 Messages

@user_45e3fb found this on internet:

First off, let me be apparent that internet providers have no real reason to enforce internet data caps. Comcast Xfinity has shown this is a money play due to the lack of internet competition. Even the recent spike in internet usage due to the pandemic has not created any network issues for Xfinity, so their story of trying to keep their network’s integrity does not hold water. When the home internet market has more true competition, I highly doubt we will have data caps any longer. Apparently some in government agree, as seen in this Xfinity Price Gouging Investigation.

1.2 TB (1,200 GB) is the internet data usage limit for Xfinity each month.
If you go over you, pay $10 for each 50GB.
Every month resets and the first month you go over is no charge.

If its not bad enough that Comcast Xfinity raises prices every 6-12 months, now they have found a new sneaky way get more money from their customers. Comcast Xfinity is the only Internet provider in Colorado that enforces data caps by charging its customers extra money every time they go over their data usage cap. You can log in to your My Xfinity account on the app or check your Xfinity data usage online.

Xfinity has a data cap because their goal is to keep people from “cord-cutting” or cancelling their cable service. If you have internet, why would you need TV? Xfinity wants to make sure that they can continue offering bundled packages for those who want both services.

We believe Xfinity’s data cap is a sneaky move that has been in the making for years. They try to keep people from cancelling their TV service now by punishing them if they don’t need or use it much.

Cord-cutting is a better solution to Xfinity’s data cap problem. You can still have internet, but you will be able to save money on your cable bill and watch what you want when you want. Sadly most people have no real options to change to a different high-speed internet provider. Trust me, Xfinity fully understands this, which is the whole reason they charge for data caps in the first place.

4 years ago

PuzzleMeThis

New Poster

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10 Messages

3 years ago

Interesting. I'm having the same problem that started around the same time as the original poster. It all started about the same time my new modem arrived. My old modem used to show me percentages of usage per profile and now it doesn't. We've been coming close to going over but can't figure out why. Tonight we totaled up our usage based on what our devices tracked for the last 30 days. Our totals do not match. I don't think Xfinity is padding the numbers. Instead I'm being dinged for anyone who connects to Xfinity through my modem. When I view my account to see who is connected to my account I see only my household devices, as expected. I honestly feel my problems is with my modem. It takes over a minute to connect to it, and I'm wired into my modem rather than using wireless. Some pages will not load, like displaying the Xfinity Network. The devices it shows connected to, and recently disconnects are the same devices I have listed in my account. But the numbers are not adding up. It is somewhere between 20-40% over stated. I feel it has something to do with hotspot broadcasting, which is enabled by default. I just disabled it and we'll see it this helps.

(edited)

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CCStephanieK

Problem Solver

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909 Messages

Hello, @PuzzleMeThis. The public hotspots should not count towards your internet usage. The system does not track the usage in the same way as your home connection. You can find out more on the feature by going here. However, we definitely want to figure out what's happening with the data usage and why it's not aligning with what is reflecting on your devices. Is the usage meter on your devices set for the 1st of the month? We track usage from the 1st to the last of the month, rather than aligning to your billing cycle. I can also look into reprovisioning your modem to ensure it's communicating properly with our network and ensure the settings are correct for your new modem. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

I no longer work for Comcast.

3 years ago

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user_1f15fd

Visitor

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1 Message

3 years ago

Having the exact same issue. Went from using 1/3 of the 1.2TB to suddenly doubling the usage last month, and was just received an email that we were at 75% only 4 days into November. Last month I was told that it appeared to be a mistake and that the overage would not be added to the bill (we will see if that is true). Now I am inclined to believe something is going on with the modems miscalculating.

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RM

RoyRogers-mcfreely

Visitor

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2 Messages

3 years ago

I am also 100% positive that the data usage is wrong. I have had internet services with a company called DirectCom for 3 years previous to this and i have never once been over 350 gb in a month. I recently moved and Comcast is sadly the only provider in my new area… since i have been with Comcast, they have said that I am at 90% or have reached my max data for the past 5 months. I would love to know how this is possible. Mind you, when i had the other provider, i had faster download speeds and 4 people living in my house. So combined between 4 people we barely used consistently 300 gb. Now it is just me and 1 other person in my house and suddenly I’m being told I’m using over 4x the data that i consistently used for the previous 3 years? It’s funny how “conveniently” you have no way to show how much data is being used. Over the thanksgiving holiday, my house was empty (went out of town) and this is when i received my notice that i had reached max data. No one was even home to use it!
It’s a joke calling into the customer service. They can’t even pass along a message for a manager to call me back. When i have called in, they immediately assure me that the calculation is accurate with no actual proof they can provide. The can’t even provide a daily breakdown to show how much was used on a particular day. It’s all a big scam to force everyone to upgrade to unlimited so they can make more. When i spoke to my tech during the original install, he asked me about upgrading and i told him that the internet in primarily just for streaming service(Hulu,Netflix,etc..) and he was like “ oh nevermind. You shouldn’t be anywhere near the limit… and i know I’m not. But the money grab continues right Comcast?

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_57bff5 . I recommend contacting our Customer Security Assurance Team to see if they're able to provide you more information on your data usage. They have access to additional information regarding your usage and can further review what may be causing the increase in usage with you. Our CSA team may be reached at 1-888-565-4329.

I no longer work for Comcast.

3 years ago

0

Visitor

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5 Messages

Thank you for the clarification on VOIP and TV box app data (which I hadn't considered). I use TV apps occasionally but I will avoid them from now on. I will continue to monitor my data use via my firewall and the Xfinity data report and will follow up with your customer security assurance team and report anything I learn. At this point I don't really have anything to dispute yet since I haven't gone over the limit and been charged extra. I do think there is a problem somewhere and I hope the appropriate group at Xfinity will investigate. Obviously this problem is happening to a number of customers and since there is a charge associated with the overage Xfinity needs to be clear how this is calculated.

3 years ago

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user_7f5fe2

Visitor

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5 Messages

One more question, do recorded shows use data (out side the IP network) when played back on the current cable TV boxes? If so that might explain some of the difference I see. I also found this page: https://www.xfinity.com/support/articles/x1-internet-data-usage-details which explains the app situation but does not mention recorded show play back.

(edited)

3 years ago

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XfinityNicolas

Official Employee

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1.1K Messages

@user_7f5fe2, You're welcome and thank you for taking the time to go over it. That makes sense and Xfinity also has one courtesy month of overages if there is a sudden spike. At my house, it was when I got a 4K TV and was streaming 4K I noticed a big spike. Recordings do not go against your data usage. We do have a team that monitors it constantly to make sure everything is working right. Disputes through the CSA team would go to them if there was an issue. Our website here, also breaks down what on the TV box uses internet.

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3 years ago

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user_877292

Visitor

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2 Messages

3 years ago

Xfinity suddenly is claiming that I have gone way over my data limit when my household activities have not changed. In a typical month, we use less than 900 GB. In December they claim we used over 1500GB. I have a Netgear C7000v2 Gateway modem/router that after 2 1/2 days is showing 21% less usage than Xfinity is claiming we used between12 a.m. January 1, 2020 and 2 p.m. January 3. 91 GB v.s. 110 GB. They refuse to explain how they are measuring my usage, and are forcing me to buy more data, since there is no other ISP in our city. What happened to our anti-trust laws?

Visitor

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6 Messages

@Srafferty yes because the last few months their system that claims to be right says I have used less than 0 gb for three months straight … I even called them and they just told me that I haven’t used any internet for 3 months which is a straight lie! So I haven’t even tried being on there as much the last month because I know how Comcast uses shady business practices and hopefully the federal government will come save us all soon!!

3 years ago

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user_53b983

Visitor

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9 Messages

Class action lawsuit is coming…

3 years ago

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user_53b983

Visitor

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9 Messages

3 years ago

My data use doubled starting in August and has remained above 1,200 since. Nothing changed on my end. I’ve tried and tried and Comcast seems unable to provide an itemized data usage report. Can they really withhold this from me? How can you claim a certain data usage without any data to support that use?

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CCRobert

Official Employee

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455 Messages

Hello @user_53b983 I do understand your concerns. I do suggest that you reach out to our Customer Security Assurance (CSA) team at 1-888-565-4329 from 6:00am - 2:00am EST, 7 days a week. They specialize in these concerns. The CSA team can also be reached by the following link. https://comca.st/34tSXuz

I no longer work for Comcast.

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3 years ago

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user_e523ad

Visitor

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4 Messages

3 years ago

My data started spiking in mid-November when I installed a new Netgear router. Usage was 850GB every month for the 10 months before that. In November Xfinity says my usage jumped to over 2000GB....same for December resulting in $80 in overage charges. Xfinity cannot explain how this could happen. Our usage patterns have NOT changed. I finally gave up and tossed that router and replaced it and my (very) old Motorola modem with a new Motortola MG7550 modem/router which touts Xfinity compatibility. Now I'm trying to monitor my usage and Xfinity tells me they are NO LONGER able to give me the numbers as they can't read my ne modem. I've tice now been to the Level 2 Security team and gotten NO ANSWERS. No one at Xfinity can tell me how much data I'm using since I installed the new device or why they can't read this new modem when they had no problem reading the info from the last Motorola modem. Who says monopolies are a problem and stifle competition!!

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XfinityDena

Official Employee

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3.2K Messages

I am sorry for how your experience has made you feel. Do you use your MyAccount App? You can use the free MyAccount app to pay your bill as well as review your billing, troubleshoot your account, scheduled and check appointments and many other features to manage your account. The main thing I use my MyAccount app is to monitor my homes data usage since I work and educate my kids from home. All 4 of us are constantly on the computer using the internet. You can also view your data usage using our Data Usage Center with the link: https://comca.st/3rmldrS;

At this time data usage is verified by an independent, third-party auditor. The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by following this link: https://comca.st/3GhkQTP or by calling CSA Toll-Free Number: 1-888-565-4329. I totally get how this is not the best answer or the most desirable and I am really sorry.

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3 years ago

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x_user1

Contributor

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36 Messages

@user_e523ad If you feel you will exceed data cap in a particular month, get that xfi complete that covers unlimited data and gateway online protection for only $30 without promotion per month. I got my xfi complete package for $10 per month with a 1-year contract with Xfinity in end 2020, but I got a 2-year price guarantee earlier too. If you do not think you will exceed data cap each month, then cancel in months you do not use unlimited data. I think it's totally $10 per month with a contract to have unlimited data coverage. If you rent modem from Xfinity for $14 per month, you get free wifi coverage and tech support. That tech support is different than customers without renting modem from Xfinity. If you ever experience signal dropping or data usage errors, you get free tech support and in-person visit to your address depends on particular issues. I have never bought a modem or a wifi router and sold my used one since I started to use Xfinity service three years ago.

3 years ago

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user_877292

Visitor

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2 Messages

3 years ago

I'm hoping someone hires an attorney for a class action lawsuit. This seems fraudulent to me. How can everyone's data usage all of a sudden spike in the past few months, after they implemented their data cap last April??

They threatened me with up to $100 in extra charges unless I buy there $30 unlimited program . They told me that I could monitor individual users' data usage if I installed their modem, which turned out to be false.

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N

Visitor

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5 Messages

@user_e523ad It's all a big scam to get you to pay for unlimited. Unless Xfinity fixes this issue and refunds all additional charges, I will be taking them to small claims court for the max amount allowed in my state. After a little reading it seems that Xfinity has a provision in the service contract that all issues must go through arbitration, so small claims is the only real option. I advise others in this situation to look into small claims as well.

3 years ago

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narduccifav2

Visitor

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2 Messages

@XfinityAaron I was on the phone with Customer Security Team for about an hour. It was a complete waste of time. They told me there is no way to monitor how devices use data and that I have to take Comcast's word for the data usage because it was "verified by an independent source". Well, sorry but MY meter says otherwise.

3 years ago

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x_user1

Contributor

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36 Messages

3 years ago

If you choose xfinity complete or rent modem from xfinity, your issue should not occur. Rent modem from xfinity does cost you $14 extra per month but the benefit is huge. If your data usage is inaccurate that's confirmed by xfinity tech either via chat or in person at your address, then you will not be charged for any amount you went over the data cap in the period. If you buy xfinity complete for $30 extra (there maybe a bundle discount if you rent modem), then you will get free gateway online protection and unlimited data at the same time. I do not understand why people love to pay more than $100 for exceeding their data caps and complain about the overcharges. If you do not pay that unlimited data, $30 will only cover you 150 GB beyond the data cap since xfinity charges $10 per 50 GB after you exceed data cap up to $200 in total.

My issue is different than yours since my new modem latest model does not update any data usage. I do have unlimited data so it will not charge extra even if I exceed data cap of 1.2 TB per month. It's 3/2 now. My data usage is still stuck at less than 1 GB for March. I did a test run with Origin account's game download that's over 100 GB for one game. Nothing changed on my data usage after 24 hours. I did exceed data cap in February but it counted me less than 900 GB. I have multiple PCs and mobile devices and have them online most of daytime, but only game downloads from Origin uses more data than other usages.

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Customer Service

user_45e3fb

Data usage not accurate

EG

CCKorie

user_45e3fb

XfinityLinda

user_9cbc45

XfinityAnthonyT

user_45e3fb

user_9cbc45

XfinitySheila

user_9cbc45

PuzzleMeThis

CCStephanieK

user_1f15fd

RoyRogers-mcfreely

CCStephanieK

user_efd21f

user_7f5fe2

XfinityNicolas

user_7f5fe2

user_7f5fe2

XfinityNicolas

user_877292

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Srafferty

XfinityGabby

user_572da2

user_53b983

user_53b983

CCRobert

user_e523ad

XfinityDena

x_user1

user_877292

narduccifav2

x_user1

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CCAaron1

user_e523ad

user_8d9d2d

user_8d9d2d

narduccifav2

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