How do I challenge my data usage?

Xfinity says I've used about 1500 GB of data, which is way over my limit of 1229 GB. This is 4x higher than the previous four months according to Xfinity's usage charts, but our household usage patterns have not changed, and I don't think this number is correct.

I have checked for rogue devices on our network, but haven't found any. I have checked individual devices for their data use and can only account for about 200 GB of data, excluding the Apple TV (I haven't found a way to check its data use). We have watched about 8 hours of TV this month, which is typical for us.

How do I get this checked or corrected?

thanks.

Responses

CCSelena

Problem Solver

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892 Messages

4 years ago

Hello @isabel42! Thank you so much for reaching out to us here regarding your monthly data usage. There are many factors to consider when trying to determine data usage. Devices such as tablets, computers, cell phone, security cameras, and home smart appliances are just a few examples of daily data usage that can add up.

If you rent a modem from Xfinity, you have the convenience of managing your home Wifi network. You can assign certain devices a limited time on the internet and monitor who is conected at any given moment. You can also add Unlimited Data to your plan to ensure you don't have to pay any data overage charges that can quickly add up after surpassing your monthly 1.2 TB limit.

We offer a one time courtesy credit for the first overage you experience in a 12 month duration. If you do go over again any time after within those 12 months you will be charged $10 plus tax for every 50 GB blocks used, not to exceed a data overage charge of $100. Please visit https://comca.st/3q8zKaD for more information. Let me know if you have any further questions, we are here to help.

isabel42

Visitor

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6 Messages

@XfinitySelena Thanks for your reply. I have checked all our devices -- tablets, computers, cell phones, TV -- and the total use simply doesn't add up to terabytes. Total use remains well in line with previous months. Therefore I think it is more likely that your equipment or software has erroneous totals, than my equipment has gone wild on internet usage.

4 years ago

CCSelena

Problem Solver

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892 Messages

Do you happen to have any smart TV's in the home? These are also known to use alot of data. Also, are you using the xFi app to monitor which devices are connected the most?

I no longer work for Comcast.

4 years ago

isabel42

Visitor

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6 Messages

I do have a smart TV, but I mostly disabled its smarts a couple years ago, so it doesn't have much internet activity. I have xFi, but most of my devices are behind a secondary router, so all xFi can say is that the secondary router is connected.

Xfinity sent an email on 10/28 that I had used 90% of my 1229GB, or approx 1100GB. As of today, 10/31, Xfinity says I've used approx 1500GB. That is more than 100GB/day. My TV isn't using 100GB/day, nor is my Apple TV, nor our laptops.

4 years ago

CCEthan

Official Employee

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1.4K Messages

You used your normal amount through the 26th. On the 27th - 30th there was a spike. The 28th was a very high day and it went back to normal today. In my experience when this is the case it is something that was left on or something that was turned on without knowledge. Are you saying you checked your computers/laptops for their data usage in the OS? Is there anybody in the house that would have turned anything on such as a backup program or similar?

I no longer work for Comcast.

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4 years ago

isabel42

Visitor

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6 Messages

@XfinityEthan, thanks for the reply.

Regarding data checks: We have two Mac laptops and a linux box (connected to the internet). The laptops' ActivityMonitor say that they have done a combined 150 GB of network data transfers since they were last restarted, about 3 weeks ago. The linux box doesn't have anything running to record total I/O (plus I happened to have rebooted it daily for the past several days), so I am not sure how much it's been using. However, I mainly use it as a work dev host, and its total disk use is less than 20 GB, and it's hard to imagine I might have accidentally done something on it to use a half-terabyte or so.

When you say that we used our "normal amount" through the 26th, do you mean that, up to that point, we were running at our usual level of 200-300BG per month?

It would be *very* helpful if we customers could see our daily use, instead of only seeing monthly totals -- and it would also be very useful to get usage alerts at, say, 50% rather than waiting until 90%.

thanks,

-isabel42

4 years ago

Customer Service

isabel42

How do I challenge my data usage?

CCSelena

isabel42

CCSelena

isabel42

CCEthan

isabel42

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