how to determine usage

I was working with a support rep earlier today regarding an overcharge on my monthly bill and they pointed out that we had gone over our usage ... I checked and it shows an overage like way more than we have ever used ... it appears we got a credit for the overage but we never received any emails about the overage and I have not found a way to determine what was the cause of the overage or how to look deeper into the usage statistics ... is there a way to see that or talk to someone about the situation ... first time we have ever seen that

Responses

EG

Expert

•

111.4K Messages

24 days ago

The concern is not "E-mail" help related......... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

1

0

U

user_0w65jn

Visitor

•

5 Messages

thanks for moving things to the correct location ... I think I was pretty limited with options when doing the submission

Like

Reply

21 days ago

0

XfinityEmilyB

Official Employee

•

2.1K Messages

24 days ago

@user_0w65jn Welcome to our community forum and thank you @EG for moving this post to the right place. I have a busy household with many people online so I know it's important to track your data usage. You can check your usage at any time here.

The first time you exceed your 1.2 TB allowance, we will waive it as a courtesy. If you exceed it a second time within 12 months of the waiver, you will be billed for the usage unless you upgrade your account to unlimited data. You can find more details about our data plans here.

5

U

user_0w65jn

Visitor

•

5 Messages

Thanks for the details EmilyB ... good to know about the one time courtesy waive out there as I did see the credit to my account and was wondering how that worked out automatically.

I did go to the links you provided but it only shows the data in a bar graph but does not allow me to dive into the data ... which is what I was trying to do as it is very odd for our usage as I am sure if you look over the years we always float around or below the 600MB range so jumping one month to over double usage is concerning for me and I want to better understand how that occured so I can avoid repeat events. So is there away for me to drive into that data or at least see it in types of usage ... web, streaming, etc

Andrew

Like

Reply

21 days ago

0

XfinityAirelle

Official Employee

•

2.7K Messages

user_0w65jn

Thanks for following up, Andrew — and we’re glad the courtesy credit came through! We know how concerning it can be to see a sudden spike in data, especially when your usage is usually steady.

You're right — the tools in the Data Usage Overview only show monthly totals, and there isn’t a way to break things down by activity type or by device. We totally understand why you’d want more detailed insight, especially to help prevent this from happening again.

While we can’t see exactly what type of activity caused the spike, here are a few common things that could explain a sudden increase:

System or app updates that happen in the background
Cloud backups from phones, computers, or smart devices
Streaming in higher resolutions, like 4K
New devices or smart home additions (like cameras or assistants)

If you’re still concerned, we’d be happy to take a closer look at the usage pattern on our end — and also check your current plan to see if any promotions are available that include unlimited data. That way, you won’t have to worry about overages in the future.

Just let us know — we’re here to help!

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

Like

Reply

21 days ago

0

U

user_0w65jn

Visitor

•

5 Messages

Always interested in promotions but we are trying to keep it affordable too ... the last time we updated things a few months ago this was the speed and cost but the speed was much higher that what e have had in the past as we have always been in the 600ish range. So yeah if there is a way for us to see what was up that month it would be great ... it basically doubled so that is very very odd ... not a slight bump due to updates, backups or streaming as we do not have any new devices.

Like

Reply

8 days ago

0

XfinityDilary

Official Employee

•

2.3K Messages

user_0w65jn Let's take a look at the account here and check what options we have to help. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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 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

Like

Reply

8 days ago

0

U

user_0w65jn

Visitor

•

5 Messages

ok ... sent in request with details as requested

Like

Reply

2 days ago

0

Customer Service

user_0w65jn

how to determine usage

EG

user_0w65jn

XfinityEmilyB

user_0w65jn

XfinityAirelle

user_0w65jn

XfinityDilary

user_0w65jn

New to the Community?