Data Usage Spiked

@XfinityJoe​ I don't seethe direct message icon

I'm sorry the direct message icon is not showing @mollygb. Are you currently signed in to the site? That may be the issue with the icon missing. 

To address some of your initial questions, which I have researched for my own home as well, the best way to see which device is using the service would be to check the device itself. It's time-consuming, but you can access the devices Wi-Fi use within the devices settings. 

There have been times that we identified issues with the usage meter appearing incorrect and out Customer Security Assurance team has been incredible with identifying individual issues to help resolved any incorrect details. One important thing I have found with my provider is to know what counts toward data use. Specifically for my service, even when I am using my cable box to view services, any streaming option used through the cable box counts toward my use as well. That was a surprise for me, thinking I was simply using my cable service, but I was actually streaming. Xfinity data plans run from the first of the month to the last day of the month. Is the meter showing the excessive use for January or still from December?

The best way I have uncovered to reduce data is to change the Wi-Fi network password. That way whenever a device needs access to the network I have been able to re-add it individually and ensure that all background processes on the device have been disabled. The easiest thing I have found is that when a device is not in use, I turn off the Wi-Fi connection on that device. It's a quick click to toggle the connection on and off. 

But I have no cable box. I use AppleTV which is on Wifi, right? So I have YouTube TV and Netflix and others on that. but that shouldn't be using it, right?

What other things use data?

Can you be on Wifi but be using data?

@mollygb - All data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards the 1.2 Terabyte (TB) Internet Data Usage Plan, regardless of the source.

All internet-based video streaming and download services, including internet-delivered programming available through xfinity.com/stream and Xfinity apps, are included in the calculation of monthly usage. Xfinity TV and Xfinity Voice services that are not delivered over the internet and are not received by you using your Xfinity Internet service do not count.

i have the same issue. These people are no help. I have left a message and have put a post up on here. no answers.

Hey there, user_nrd1y9, thanks for reaching out through Xfinity Forums regarding your account. I know how important it is to ensure your data is correct. If you are disputing your data, you will need to reach out to our Customer Security Assurance Team,  (CSA) and they will be able to provide you with more details and get to the bottom of this for you. 

You can reach them at their website, https://internet-security-site-web.as-g7.cf.comcast.net/help/report-abuse, or by calling 1-800-Xfinity (800.934.6489) and asking for the CSA Team. Let us know if you have any additional questions!

Hello and welcome to Comcast @dmartin1910. I am sorry to hear that you had a horrible experience with our CSA team. Have you tried to call and get another specialist to assist you with your data concerns?

It's pointless and I don't trust your company.  I think the problem is from within.  I'll just wait for competition so I can leave. I bought Avast security to monitor for viruses, malware, and network monitoring.  I've identified all connected devices.  That level of usage has nothing to do with real usage.  I keep a daily log  Here is today's alone.  It's representative of December and January. It's insane and inaccurate. 

@dmartin1910, I appreciate you keeping a detailed log and track of your usage on your end, that's always a wise thing to do. If you've had a chance to work with our CSA team, can you please advise if they were able to resolve your concern or provide an update after investigating your usage? 

No. I think I made it clear they were useless and rude.  I suspect [Edit: Inflammatory]

You will get a song and dance.  They never admit their fault.  I get edited every time I say how I think the "error" was made.  They want you on the unlimited plan.  You do have to at least rule out that an unknown device you can't identify is on your network (I did that).  I also subscribed to Avast Security to rule out viruses and malware.  Barring that, there's no reason for the increase from 900 Gb to over 4 TB the previous 2 months.  Nothing has changed.  

Hello user_xj100 thank you so much for taking the time to reach us here on our Xfinity Forums. We'd be happy to help investigate this data issue for you.  For data security issues and concerns, you also can reach out to our Comcast Security Assurance Team. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.