DATA USAGE PROBLEM

@user_5gfgh8​ I too asked for a written confirmation and was not provided it though I did get some follow up calls today from Xfinity and it seemed as if today at least that the issue was fixed.

@user_d2ffe9​ that boggles my mind too. This is a class action suit if anyone pursues it. The idea that they could charge for incorrectly measured data usage is completely wrong!

@user_aai3pz Good morning! We appreciate you taking the time to reach out to our Community Forums Team to bring your data concerns to our attention. We are aware come customers are experiencing this issue, and I'm here to assist you in getting in the right direction for a solution. Some customers have reported a correction to their data after doing a power reboot on their modem. After you have done the power reboot, please let us know if it's still showing higher, or if it looks closer to what it's been historically. I look forward to hearing back from you! 

@user_aai3pz​ hi.. mine seemed to be corrected last week or something. Surprised to hear others have this issue now. That’s concerning. Comcast needs to do better on this. 

@XfinityKassie​ - we have done it all and still having the data spike issue. And customer service will not budge on the fact that we need to pay for Comcast’s mistake. It’s December 3rd and we are still dealing with this issue. Comcast was supposedly investigating and it has become crystal clear we were lied to about an investigation. We filed a complaint with the FCC and the outcome was Comcast telling us we need to pay for their error. I hope there’s a class action lawsuit. This is wrong and falls under dishonest business practices. Comcast’s only solution is to try and get us to pay for unlimited data, which is ridiculous. I have a feeling this “error” is a way for Comcast to get more money from their customers. As if we aren’t already paying enough. Unfortunately this is the only service we have in the area, otherwise we would have changed. 

@user_d2ffe9 Hello! Thank you for your reply. We are aware that some of our users have reported a major spike in data use when checking their Data Usage Meter, our team is working to resolve the concern, and we would recommend that you speak to our Customer Security Assurance Team for further assistance. You can reach them at 888-565-4329 they are also aware of the data usage issue and can investigate this for you.

@user_b9z7gb​  You could look up to see if your router has a data usage function. Mine does and it is very useful. I am assuming you are using your own router. If you are using Xfinity's X1 equipment. You are suppose to be able to use the X1app to view data. I don't use Xfinity's equipment so I have never used it. Powering down your Modem seems to be a fix Xfinity uses for everything.

@user_b9z7gb​  I ended up reporting this issue to the FCC a few days ago. They act as an intermediary between Comcast and the customer. I don’t have resolution as of yet. 

Hello @user_d2ffe9, thank you for taking the time to reach out on social media.  I understand your concern with the data, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

That is soooo bizarre. The folks at that same number very clearly stated it was a known issue. And you will likely notice the overage is exactly twice +5gb if you use your modem’s data meter.

I too have been having 2x to 3x increase in the amount of data used according to xfinity.  My usual usage was 300 to 500gb then Sept almost 1200, Oct over 1700.  Called almost daily to get resolved and nothing.  Was told to get a new modem, get unlimited, shut all items off and unplug every time you leave the house, absolutely ridiculous.  Why pay for a service when you have to disconnect it all the time.  Downloaded a data app to see data beind used daily, i show 560 mb, xfinity says I used 40gb, looks like almost 10x the real usage.  I really wish they would get this fixed for me and everyone else with this issue.   Seems like there is fraud going on here making you buy something new that isn't the problem.   I have called my modem company and they say it is your internet provider that has the issue.  FCC needs to be contacted and maybe even the local news channels to investigate to get this resolved because it doesn't seem that xfinity wants to assist in doing the correct and legal obligation to its customers.

@Sox-fan_014 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.

@XfinityDena​ I have called that number and have been given many different case numbers, talked to many different representatives, teir 1, 2, customer service and all different answers.   I was told to download any app, monitor my data usage for 3 days and send screen shots of usage, did all of that and nothing helped.  Was told to call my modem company, did that, was told if my modem is bad it would drop items not increase my data.  Don't understand how, I  haven't changed anything, even using less data and numbers are increasing.  Don't know how it is stated that it is a backend issue with xfinity and you know it but don't want to help people get this reolved.  How can I get my situation resolved?

Hi, @Sox-fan_014! Thanks for confirming this information. I know I would just be as concerned if I had many case numbers and talked to different representatives. I am sorry to learn about this experience. Have you also tried resetting your home network wifi password?

@XfinityGabriel​ yes I have changed passwords for modem, router, xfinity; monitored daily usage which isn't the same as what xfinity states (no where near that amount).  I truly believe the backend issue on xfinity end that I have read about is the issue.  I just don't understand how some people get their situation resolved and I am still using more data then normal.  It seems as if you just want me to purchase more from you, thereby increasing my bill.  What if I was to upgrade my modem and cancel my tv channels, thereby decreasing my overall monthly payment to xfinity?  Would my data usage change at that point?  Any help?

Thanks for reaching out through Xfinity Forums, @vgpmckinney. If you are noticing any issues with the data being reported we would recommend reaching out to our Customer Security Assurance Team. 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. They would be happy to look into this for you.

@GhettoSuave​   I bet you are not using an Xfinity modem/router.  I am having the same issue.  From what I have been told, Xfinity wants you to rent their modem/router and get the unlimited data so they can see exactly what web pages you are browsing and sell that info to give you more ads.  I believe the only people who can't get this resolved are people who own their own modem/router; totally my own opinion.

@Sox-fan_014 We would definitely recommend that you go here if you would like to view our Xfinity Privacy Policy:

(https://www.xfinity.com/privacy/your-privacy-choices#:~:text=Sensitive%20personal%20information%20collected%2C%20used,product%20development%20at%20any%20time.)

We will always give customers the choice of renting a modem/router from us or using their own personal equipment. Adding Unlimited Data is to prevent some of our more active users the flexibility to prevent any data overage fees. It is also an option that we do not recommend for every household if their usage does not reach the data plan of 1.2 TB.

In regard to any discrepancy that users see in their Data Usage Meter, we are aware of an issue where data being used may be much higher than what is actually being used. Our Engineering Team is aware of the problem, and we have had many customers advise that the issue has been fixed, but we do know it is still impacting some. 

@Sox-fan_014 As we mentioned in our previous response, our fix teams are aware of the issue and are working to resolve the accounts that are still being impacted by this problem. We would recommend power cycling your modem by unplugging it from the power outlet for 2-3 minutes, this will force your modem to go through a provisioning cycle, and we have also had customers advise us that has been a reliable fix as well.

Yup, I’m always between 7-800. Got to 1400 last month somehow. Call and complain through multiple departments and the only thing they want me to do is pay them for unlimited data.

Hello @user_f26sco thank you for using our Forums to contact our Xfinity Support Team. We are sorry to hear about your data usage issues, and we are here to help. In the last couple of months have you had any changes in the data consumption in your home?

Hello @ScarecrowSoze, thank you for taking the time to reach out on social media. 

The 1.2 Terabyte Internet Data Usage Plan provides you with 1.2 terabytes (TB) of Internet data usage each month as part of your monthly Xfinity Internet service. If you choose to use more than 1.2 TB in a month without being on an unlimited plan, we will automatically add blocks of 50 GB to your account for an additional fee of $10 each. Your charges, however, will not exceed $100 each month, no matter how much you use. We're also offering you a courtesy month, so you will not be billed the first time you exceed the limit.

We offer convenient tools to help you track and manage your usage so there are never any surprises about how much data you use including our Data Usage Meter in My Account, Xfinity My Account App, and the Data Plan Website that offers a summary of plan features and additional tools and tips related to the data plans. To visit, customers can go to comca.st/39KHJR3.

Here's a link with more information on what counts towards the data use https://www.xfinity.com/support/articles/data-usage-what-counts-towards-my-data-plan. 

@XfinityJorge​ Nope.

I also track all data usage through my own firewall, I know your numbers are way off. 

Thank you so much for clarifying that @user_f26sco and for your time on this. Have you tried reaching out to our Customer Security Assurance team? If not you can contact them directly by calling 1-888-565-4329 and they will be able to look into this making sure everything is correct! 

That is a great idea. I have a meeting and will shut down after that. It's now December 5th and they're saying we've used 20% of our data. They have to be looking at these complaints.  No representative who has replied to customers in these forums has passed on this information to supervisors or provided any help. I'm still irritated that they outright lied to us about a supposed "investigation".  When I was a customer service rep, we were not allowed off the phone until we helped the customer or provided closure of some sort.  We weren't allowed to ignore customers. We weren't allowed to lie.  Comcast training seems to be the opposite.  Their goal is to get the customer off the phone. 

@user_d2ffe9 Please reach out to our Customer Security Team at (888)565-4329 to get this investigated further. As other employees have mentioned, our Engineering Team is aware of the discrepancies taking place within the Data Usage Meter and the problem is being looked into, and we hope to have it resolved soon. Please contact our CSA Team when you are available.

Good evening @vgpmckinney and thank you for reaching out on our Community Forums. Have you made any changes in your data usage recently? 

No if anything I have reduced the amount used by using OTA TV. I did all the resets and things that tech support suggested There are no other connections between my modem and router. No wifi on the modem.

Thank you for confirming that @vgpmckinney, we really appreciate it. I would recommend reaching out to our amazing Customer Security Assurance (CSA) team. They can be contacted directly at 1-888-565-4329 and their hours of operation are 8:00am - 12:00am EST, 7 days a week.

@user_f26sco​ Yeah, I can't get to mine either.  That's what happened the last time too, then the historical data was suddenly restored (not double counted), as well as the current month data.