Contributor
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73 Messages
DATA USAGE PROBLEM
And it's a problem I don't need.
For the second time in the last 3-4 months I've had a huge data spike almost twice my normal usage. Even more suspicious is the fact that my past months have also doubled in their reported usage, after the fact. If I had gone over the data cap in those months then I'd have been charged for it. So what are you going to do fix my data usage number for this month because there is no way i used I've used 61 gb of data per day in the last eight days, and the proof that something is wrong on your end is evident in my past months also increasing after those bills were already sent and paid. I don't want to deal with this headache for the rest of the month and I don't pay for it, it's overpriced as it is, how are you going fix it?
Oh, and I don't have wi-fi so... don't suggest it.
Accepted Solution
Vando22
Contributor
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73 Messages
10 months ago
The data usage on my account appears to have returned to close to it's previous figures for the current month and previous months. The set top box required a system refresh for the correct data to display, which had to be done via unplugging the cable box and the modem due to not being able to do so from the remote or the website apps.
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XfinityAntoine
Official Employee
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1.2K Messages
10 months ago
Hey there @Vando22! Thank you so much for taking the time to reach out and for being an Xfinity customer. Do you happen to have the xFi app downloaded? If not I'd highly recommend it. There is a feature that will show you every device that's on your network how much data each devices is using. You can also kick devices off your network at a certain time or pause (which is disabling services for that device) certain devices you don't want to using your internet.
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XfinityAntoine
Official Employee
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1.2K Messages
10 months ago
The issue is data usage. The only way to correct the issue is to find what device is causing the issue, then stop said device. For security purposes we're unable to see data uses from devices in your home. Which is why this feature on the xFi app exist. The most we can do is get you unlimited data for an extra $25 a month. That would stop any costs you may accrue for any possible overages, but unless you change your password, or locate the device eating all your data and remote it from your Wi Fi network this isn't going to stop.
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BruceW
Gold Problem Solver
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25.7K Messages
10 months ago
I'm seeing the same thing. They are multiplying the actual historical usage times two, and adding 5 GB:
The "Actual" column is the total for these months as previously reported by Comcast. The "Current" column is the total for these months reported by Comcast TODAY.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_e07ad5
Visitor
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5 Messages
10 months ago
I am on 1229GB monthly plan and the usage listed below makes no sense.
For example, May Usage of 2103 GB but Overage 0 ??
Data Usage by Month Data Chart
05/01/2023 - 05/31/2023
06/01/2023 - 06/30/2023
07/01/2023 - 07/31/2023
08/01/2023 - 08/31/2023
09/01/2023 - 09/30/2023
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user_euun2w
2 Messages
10 months ago
Same thing is happening to me.
At the beginning of October I checked my data usage and for the previous three months, each month had around 1000gb data usage which is normal. However today when I checked my data usage, the data usage of the past three months have been revised to around 2000gb each. Also, the current data usage for this month so far is 690gb when I would usually only have around 250gb by now. To be clear, I've checked my data usage regularly for the past few months and it has never shown these past months as having 2000gb+ data usage or ever exceeding 1229gb of data until now. Why is this happening?
Edit: I expanded the table usage data and it shows May and June as also having around 2000gb usage when I know I never exceeded over 1229gb of data during any month this year as this is something I always check.
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citruspilot717
New Poster
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2 Messages
10 months ago
Just got off the line with them, data on their end did not match the data that the Xfinity app is showing for monthly data usage. In fact it currently shows my data for the preceding two months to be twice the data the CSR was looking at. I have never gone over the cap or even been close. This is beyond ridiculous if I have to spend another call at the end of the month if I get falsely accused of exceeded the monthly cap.
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user_5gfgh8
4 Messages
10 months ago
I too am waiting for a call back. Just need to keep my phone and ticket number ready anywhere from 24-72 hours. As usual, very poor service.
At this point, my trust in Xfinity is zero. Starting with customer reps telling me the issue is my modem/router and trying to upsell me on a rental, to them simply not getting the logic of if my past history usage has changed, it's on Xfinity.
This seems to explain all the random "bursts" of data the last couple of years that could not be explained.
They will need to show me that they care about my business in order for me to stay with them.
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user_rcds01
10 Messages
10 months ago
There clearly is something wrong with the data usage reporting on the Xfinity app in the last day or two. I check it about every other day because I have two teenagers at home who like to sit on their phones or computers watching videos and playing games. I checked our usage over the weekend and it was fairly normal through a week's usage.
Checked it this morning and it has doubled to almost 500GBs. I panicked. I checked my firewall which is the first device that is on our internal network which our cable modem connects to directly - so everything on our internal network goes through the firewall. It reported less than half that usage - about 240GBs (there is usually about a 5 GB difference between what our firewall reports and what the Xfinity app shows.
So I called Xfinity and the CSR reported that she was showing a usage of 243GBs, which is well within what I was expecting for usage.
Obviously there is something wrong currently with the data usage reporting on the app. It's reporting roughly double actual usage. Checking the previous two months in the "3 Month Usage trend" is also showing a doubling. For example, for August, we used a little over 1TB. But the app is showing we supposedly used 2.2TBs! September is the same story.
It's VERY difficult to keep track of our usage if wholly reliant on the Xfinity app at the moment as the data usage is clearly wrong. It's roughly double the actual usage. I am thankful I have my firewall reporting that is obviously more accurate, even with the usual different in reporting it shows from "normal" Xfinity reporting.
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MarkS45
Visitor
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2 Messages
10 months ago
I too am having problems with Xfinity’s data usage accounting. Last night my October usage went up by 80G. My monthly average is around 200G. My September usage doubled. I am going to start taking screen shots of their usage report every day.
is there any way to track the usage by the tv cable box? Of the Xfinity hot spot?
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user_8jjwlk
3 Messages
10 months ago
Yep same thing here. I watched a ton of football over the weekend and checked the data, Monday morning the 9th, it was at around 325 GB used so far for Oct. That's normal for me, about an average of 40 GB a day. Now I've checked it Tue. the 10th it's at 755 GB. It's saying I used 430 GB in one day. Yes my previous month's totals are also doubled what they were, anywhere between 1,900-2,200. No I don't have the unlimited plan.
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Vando22
Contributor
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73 Messages
10 months ago
I just heard back from them (they didn't ask for the code number) and they said the problem is on their end and that it will be fixed and the data will reflect the proper numbers. If anyone wants this issue addressed by Comcast then you need to get in touch with their Customer Security Assurance Team at their listed phone number.
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user_xyvmf6
1 Message
10 months ago
Just echoing what everyone else here is saying. I watch my data usage closely on the 1229 plan. Sunday night it was showing around 350 so far for October, and Monday morning it was showing around 700. At the same time, all three of the previous months are showing exactly double where they actually ended (ex: August was 1208 but is now showing 2416). It's showing wrong on the website, viewing on the X1 box on my TV, and in both the old and new apps on my phone. It's reassuring that some are saying the phone support people see it accurately on their end. That suggests it's just a bug in whatever API all the different public-facing interfaces are calling to retrieve it and not necessarily bad data in the real database used by billing.
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68Chevelle396
Contributor
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139 Messages
10 months ago
Not using the app but on the website the modem seems to be correct while the meter doubles whatever the modem counts.
Modem stat is also about what my router shows for usage.
Another thread on this: https://forums.xfinity.com/conversations/your-home-network/data-usage-numbers-wrong/65254534f8fcd3407e3c5c25
Photos were taken at the same time for each stat modem vs meter.
You can see the modem counted 1 GB (from 147GB to 148GB) but the meter counted 2 GB (from 289GB to 291GB).
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user_blyyd4
1 Message
10 months ago
same thing occurred to me, all my previous months data usage passed 1.2T threshold. what a baloney!
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