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Vando22
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80 Messages

Monday, October 9th, 2023 11:00 PM

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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.

Question

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Updated 

1 year ago

 • Edited

7.4K

52

user_xayqiu

1 Message

1 year ago

I am experiencing the exact problem. It shows my data usage hit the cap in 13 days. while we always use  ~60% every month.

8

user_hp7wio

1 Message

1 year ago

I'm experiencing the same issue. Last month, our data usage spiked to well over the 1.2TB limit according to comcast. When we got the first notice, I turned on a data meter on the modem to track all data in and out. Xfinity shows that we are once again getting close to the limit. I checked the data meter, and it shows half the usage that Xfinity is claiming.

I tried messaging with the Xfinity assistant, but that was less than helpful. There isn't any direct message option on the page as has been told to others to do and going to https://forums.xfinity.com/direct-messaging just redirects to me https://forums.xfinity.com/.

1

XfinityDena

Official Employee

 • 

3.2K Messages

@user_hp7wio 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://internetsecurity.xfinity.com/help/report-abuse/ or by calling CSA Toll-Free Number: 1-888-565-4329.

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

1 year ago

0

user_rl5613

Visitor

 • 

6 Messages

1 year ago

So was the solution to do a system refresh on the X1 set top box? 

2

0

vgpmckinney

Visitor

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11 Messages

No solution here. Called went through 5 layers at Customer Security Assurance explaining the same thing over and over again for over an hour. Then they say some other group will look into it and they will call. No call. I got a hold of my router manufacture they said their data usage meter in their equipment is accurate. You can check data usage on every device it is really nice. But the Xfinity app is considerably higher. We have another provider starting work in our neighborhood. So that will be my solution to move on to less greener pastures.

1 year ago

0

ScarecrowSoze

6 Messages

@vgpmckinney​ Xfinity is the only one in my neighborhood. The second another is offered I’m out of here.

1 year ago

0

user_k31lh6

4 Messages

1 year ago

Why does Xfinity send me dead links?:  Like this: "To monitor and track your data usage, visit xfinity.com/usagemeter. "Find out more about our Internet data plans."

 The Xfinity bot said that I didn't have to worry about usage, was it lying to me? Why is  Xfinity so screwed up? Do they enjoy messing with people?


To monitor and track your data usage, visit xfinity.com/usagemeter.

Find out more about our Internet data plans.

0

0

user_rl5613

Visitor

 • 

6 Messages

1 year ago

I called the Xfinity CSA group twice. They said the data usage as reported in the app and online is inaccurate. They suggested I swap out my Gateway for a new one. So I did, and in the process created a new WiFi network name and password. After the update, my reported data usage has gone down, but it is still higher (trending at 900GB/month) than historical average (350/month). I had an Xfinity tech to the house to replace the Home (security) touchscreen, as the old one would not connect to the new WiFi network. He told me he had the same data usage issue when he used their gateway. The problem went away when he purchased and installed his own router. 

I have submitted a complaint to the FTC, stating that there are likely hundreds of customers who have had this issue, and are unnecessarily paying for data overage or are paying for unlimited data. 

0

user_69j4j1

3 Messages

1 year ago

I'm seeing double usage again. Wasn't this already resolved? Has anyone else encountered this reporting issue?

1

0

XfinityArmand

Official Employee

 • 

2.1K Messages

Hi there @user_69j4j1!  We are glad to take a closer look at this for you.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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
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

1 year ago

0

user_rl5613

Visitor

 • 

6 Messages

1 year ago

You should ask for a new gateway. That fixed my issue. [Edited: "Solicitation"]

(edited)

0

0

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