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user_12a30a
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Visitor

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10 Messages

Sunday, January 30th, 2022 4:44 PM

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data usage

I’m having the same problem.  Used 3/4 of a gig overnight.  I have WiFi and both my Apple phone and watch are connected to WiFi.  I too called support techs and got no answer.  I used less than half a gig last billing cycle.   This cycles I’m 23 days in and already used 1.29.  Xfinity needs to research and fix this.  We should not be charged extra.  If this continues I will be changing my service to another carrier.  

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Updated 

3 years ago

200

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CCOtto

Problem Solver

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497 Messages

3 years ago

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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BruceW

Gold Problem Solver

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26.3K Messages

3 years ago

... Used 3/4 of a gig overnight. ... I used less than half a gig last billing cycle. ...

When you say "gig", do you mean "terabyte"? Comcast's "data plan" allowance is 1.2 terabytes, which is 1,229 gigabytes (see https://www.xfinity.com/support/articles/data-usage-plan). "3/4 of a gig" and "half a gig" are less than 1 gigabyte and would register on their usage meter as zero.

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user_d12300

Visitor

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1 Message

3 years ago

our data usage has consistently been under 200GB and this month it is almost 1200GB.  WE have not been using it more.  How can we determine what is causing this?

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XfinityDemitrius

Official Employee

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1.8K Messages

Hi @user_d12300,

We would be unable to determine what device(s) are using the data within the home. We would only be able to tell you the usage the reading for the home which can be located using the "How can I find out how much data I currently use or see my monthly data history?" support page. We do recommend making changes to your wireless network name and password in case there is a device you are unaware of connected to the network and using data. The usage meter should update every 24 hours to help you keep track of the account and data usage. 

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

3 years ago

0

user_206bd2

Visitor

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1 Message

3 years ago

I see an alarming amount of issues related to abnormal data peaks.  I'm experiencing the same issue.  According to Comcast, for the last three months I've exceeded 1.2TB of data.  However, our household usage and habits have not changed.  I don't even have our cell phones connected to our wi-fi.  I have a Level 3 ticket opened and expecting a call from them soon.  However, it seems Comcast claims it cannot provide a comprehensive breakdown of the data usage.  So customer's are expected to take Comcast's claims about odd data usage as fact.  Unless Level 3 provides a solution other than upgrading to unlimited internet I will be cancelling service.  

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CCZachary1

Problem Solver

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672 Messages

@user_206bd2 Thank you for reaching out to the Xfinity support team. I would like to take a look at your account and the tickets that were opened. 

Could you please send our team a private message with your full name and full address? 

 

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

3 years ago

0

user_56f9f7

Visitor

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3 Messages

3 years ago

I'm having the exact same problem...is there a resolution?

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CCTyler1

Problem Solver

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409 Messages

Hello there; good morning! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I understand that you've been experiencing some off behavior from your in-home network's data usage, and I can totally imagine the concern behind this, especially if you think it's external usage of your network.

 

Rest assured; you're with the pros, and I'm also going to attach our Customer Security Assurance's phone number below, as our team members from that team would be able to investigate this further for you. We will also take a look, to see if there's been any other strange activity. 

 

Before you begin, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you! 

 

Customer Security Assurance (CSA) Team

PHONE NUMBER: 1-888-565-4329

Hours of Operation: 6:00 AM - 2:00 AM ET/Seven days a week

I no longer work for Comcast.

3 years ago

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