Visitor
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4 Messages
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.
user_7f5fe2
Visitor
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5 Messages
3 years ago
I'm seeing much more accurate data usage values as of March 1, 2022. I reported in January and February that my Xfinity data usage values where regularly 20-50% over the values reported by my firewall. As of March 1st I'm seeing much more reasonable values. For example March 1-8 Xfinity reports 104Gb while my firewall reports 99.4Gb. This is much more inline with what I would expect. Not sure what changed but it's for the better.
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user_80e34d
Visitor
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1 Message
3 years ago
On March 10 I got an email saying I used 75% of my data and today (March 12) I got another email saying that I'd used 90% how did I use 15% of 1229 GB data in 2 days? That's 189 GB we would have had to use in 55 hours. My husband and I both checked the network status center on our computers and in the last 30 days we've both only used about 60 GB (120 GB total), his work computer used a little over 100 GB in the past 30 days (lets say that brings our total to 250 GB). Our internet habits haven't changed and we ONLY have internet and even with streaming to our TVs there's no way we could have used that much data in that amount of time.
We will be tracking our usage going forward and comparing it to what xfinity says we use.
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user_5d93a3
Visitor
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2 Messages
3 years ago
We have been having the same issues with data usage. For about 9 months we had been strictly streaming so decided to get rid of cable. As soon as we canceled our cable subscription (January), our data usage jumped about 30-40%, even though our streaming and internet habits didn't change at all. This month we cut out streaming by about 2/3 and are still hitting the monthly data total we had before. There are only 2 of us using one TV at a time, no 4K and no gamers. We should not be coming even close to the limit. Haven't even tried customer service because from what I've read about this issue it's a joke and all they've done when I've had other issues is try and sell me something different.
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user_980fba
Visitor
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3 Messages
3 years ago
This is an ongoing problem!! They are [Edit: Inflammatory] from us. This isn't fair and I can't get help.
(edited)
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