Excessive and inaccurate data usage

@XfinityAlfonso​ I just got off of the phone with a representative from the number you linked above who said that there were no issues at all with the account or the hardware. What do you suggest to do now? There is no way that we've used this much data and this is clearly an issue affecting many other customers based on the messages posted in your support board here.

Hello user_d1xoc1 thank you so much for following up on this, and letting us know what the CSA team had to say! That's great to hear that there are no account or hardware anomalies causing this apparent data mismatch. Do you have only internet service with us, or TV also?  Streaming from X1 apps does also count as data usage. 

we only have internet

Got it, @user_d1xoc1. Thanks for confirming! Other than reviewing what counts towards your data plan, your next best step is to speak with the CSA team. You may want to try again if the issue persists and/or see if an escalation ticket can be submitted on your behalf. Please let us know how it goes.

I've already spoken with CSA (as I posted above) and they said there was nothing they can do since there are no problems visible to them. This has been an issue with Xfinity for YEARS  for many of your customers (see https://forums.xfinity.com/conversations/your-home-network/sudden-spike-in-data-usage/65091e84baecdd4ece0656b7?page=2 for one example). I will ask again, what can be done to resolve this issue other than switching from Xfinity to another provider?

Hello! Thank you for following up on this and for sharing that link. We completely understand your frustration, having concerns about data accuracy is significant, and we want to ensure you have full confidence in how your usage is being calculated. Please reach out to our CSA team for review and assistance. You can contact them by calling CSA Toll-Free Number: 1-888-565-4329.

as stated MULTIPLE times already, already contacted CSA, they said everything looks fine on their side, and have no advice to offer.

I ask again -- how to resolve the incorrect calculation of data usage, that's still occurring, that Xfinity admitted was a problem on their end as early as October 2023? (link where Xfinity employee discloses that this is an issue on the Xfinity side and is not due to excessive customer data usage/activity: https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=6525eed896e42961f081febc&replyId=6526807a697e8c6b34462037 )

Good afternoon user_d1xoc1 we can certainly review your account. 

Please send us a direct chat 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.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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 and press Enter to send it.

@XfinityJon​ I have submitted a message there as you requested

@user_d1xoc1​ waiting on a response currently

@XfinityMartyR​ got it, so "find another provider sounds" like it's the solution then, if there even is one?

@XfinityMartyR​ At best this comes across as a bad faith suggestion, or at worst a troll comment. This has already been suggested by Xfinity employees, and I've already responded with why would would we pay more for unlimited data when we don't need that? This is not a solution (for us), but maybe it's a solution for Comcast, in any case, it comes across as being meant to worsen our frustration with Comcast. Perhaps you have an alternative explanation.

In terms of trying to find an actual solution -- where this seems to stand right now is we've presented what evidence we have that Comcast is incorrectly calculating our data usage, and Comcast's response is (to paraphrase) "nuh uh, it's totally not, we investigated ourselves and there's nothing wrong here and you have no recourse." How about this -- there appear to have been multiple tickets open with various teams at Comcast, why don't you send a DM with the findings of those tickets so I can try to reconcile what's going on? The visibility that Comcast customers have into data usage is VERY limited (essentially a running total by month), so presumably there is some evidence on the Comcast side as to why there is nothing wrong? If you're saying that we're consuming services, then you should be able to show us what is being consumed, right? When is this traffic occurring, what kind of traffic, to what sites, etc.?

@user_d1xoc1  It's our honest and best attempt to provide a permanent resolution, as we don't measure, track, monitor, or record customer data usage here on the forum. All we can view is what the customer can see using the usage meter on their account. If you'd like to dispute the amounts listed for your account, that would be handled with our security team. They can investigate and verify where the data usage is coming from. Count on us to upgrade you to the next generation of plans, they include unlimited data and equipment for free. That is what we recommend for worry free surfing and downloading. We're happy to help make sure you get the best promotion for your needs.