4 Messages
file complaint against frustrating customer service and no interest in troubleshooting data usage glitch
I called back to discuss the data usage spike in last two months "For last two months, comcast is showing spike in my internet usage. We have not added new devices and I have usage data from my router, which doesn't add up to the usage of my devices."
The person on phone kept repeating multiple times, that data usage is correct since oct, that I have my own router and that he is not going to escalate the issue. I told him multiple times that I have real time and last 30 days usage from my router and it does not add up to the usage comcast is showing. He REFUSED to listen to my reasoning, even though I have data to backup and kept repeating his point of view multiple times. He kept going in a loop and refused to escalate the issue. What type of customer service is this?! I wasted two hours of my life.
Such people should not be on customer service. Most frustrating experience has always been with comcast customer service.
I have already filed complaints with FCC and BBB
flatlander3
Problem Solver
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1.5K Messages
2 years ago
You won't get any help from them, and the only solution they have is an up sell on services. Disputes are handled by arbitration that you agreed to with the service, although BBB and FCC may be of some help to increase visibility of the case.
There was an issue a few weeks ago where they were reporting roughly double data usage. Even for the historical data from months past. I don't know if that was just a web site issue, or if it was actually tied to billing data, but I laughed at that one and keep screen shots along with extremely detailed logs on every device connected to my network for just such an issue. They did revert whatever they changed on their end to correct it.
You didn't say specifically what your equipment and network topology was, or if you are using any of their other products like coax connected TV boxes. If you are using them, you'd be blind to their data usage. I also don't know how accurate the data counter on your equipment would be. On a Netgear, I'm not sure what the traffic meter counts, but it's not data. Traffic counters may not be accurate on other products either. You can verify your gear by moving large files of known size with nothing else on the network, then see if it's even close. It may not be, and there is no historical storage on most of them so a reboot resets the counters (you can verify that too with a reboot on your gear). Spontaneous reboots can happen due to line conditions too. I'd also add, it might not be counting all network protocols and my omit either ipv4 or ipv6 data in the traffic counter. None of them say what they really count.
If you want accurate aggregate traffic numbers, pass all traffic through a box where you can see the low level driver and TCP stack for the Ethernet interface itself, and run all traffic including WiFi through that. Linux/unix/bsd is good for this, and there is network monitoring software available to track and store historical bytes moved in a database, along with traffic sent/received by other networked devices. There are some firewall distributions/firewall appliances that can help too.
While you're trying to get a resolution on this, I'd also be more concerned about a data leak/breach/insane or malfunctioning device issue I can't see (if it's true) rather than an overage charge. Network monitoring is the only way to find out, and is a good idea in general.
(edited)
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EG
Expert
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110.8K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityFrank
Official Employee
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1.4K Messages
2 years ago
Hello there @user_n5hr3q ! Thanks for reaching out to us on the Community Forum in regard to your experience and data usage concern. I can certainly assist with submitting your feedback about the agent you spoke with, so the interaction can be reviewed. We want every interaction to be positive, and we appreciate you bringing this to our attention! As far as data usage, I did want to share a few links with information that may be helpful :
What counts towards my data plan?
Background data usage.
Tips for Maximizing & Managing Your Data.
How do I avoid data overage charges?
Questions & Answers About Our Data Usage Plan
With that said, please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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