Frequent Visitor
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18 Messages
Data usage shows ZERO
Hi, it’s already 9 September but as you can see, the Xfinity assistant shows that I have used zero data which cannot be correct. I have already deleted and reinstalled the app. Please advise.
Frequent Visitor
•
18 Messages
Hi, it’s already 9 September but as you can see, the Xfinity assistant shows that I have used zero data which cannot be correct. I have already deleted and reinstalled the app. Please advise.
XfinityKei
Official Employee
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1.4K Messages
8 months ago
Hello and good morning!
Thanks for the screenshot and letting us know you're unable to review your usage.
You're in the right place for a resolution!
Are you using the Xfinity App to view your usage?
I have a link from or famous website if you can take a look and scroll to the exclusion section and confirm if your state is listed?
https://www.xfinity.com/support/articles/exp-unlimited-data
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user_jimhb2
Frequent Visitor
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18 Messages
8 months ago
I wanted to follow up on this post to update where it has went so far.
-I worked with support via direct message for some time and eventually i was referred to call into customer service and ask for for the customer security assurance team.
-I called in and spent an hour troubleshooting with the regular support before they finally connected me to the customer security assurance team who I spoke to for less than 10 minutes who eventually told me the issue is with my modem and to contact my modem vendor.
I opened a ticket with Hitron and am awaiting their response, however this really doesn't make sense to me for a couple of reasons.
1) My modem (Hitron Coda) has worked fine for months reporting data usage via the app and website. Why would it all of a sudden stop working unless there was a firmware update that broke this functionality, in which case see #2.
2) From what I understand the modem vendor sends any firmware updates to Xfinity who tests them and then deploys them to devices on their network. If this is true then why would I be referred to contact my modem vendor to resolve this issue with data usage not being reported.
At the end of the day, I am completely unsatisfied with the support I have been give thus far. Xfinity has put me the customer in the middle between them and Hitron and are asking me to work on something with Hitron that is going to go nowhere. Hitron will probably point the finger back at Xfinity or at the very least, it will require coordination between both entities to resolve so this is a waste of my time.
(edited)
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user_jimhb2
Frequent Visitor
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18 Messages
8 months ago
As expected, I have wasted my time on this issue. Hitron responded to the ticket- Hitron reported back that Xfinity is incorrect and that the cable modem does not report usage, this is a direct quote: “ They are incorrect. The router reports data usage. CODA cable modem is a modem only.”
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