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user_a6d962
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Wednesday, May 24th, 2023 11:36 AM

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Internet Usage Spike

I called Xfinity two days ago about my usage nearly doubling, despite me using less internet. My network is password protected, I have added no new users or devices in months, I cancelled my Netflix in early April, and somehow Xfinity is showing an increase. I still have not received a response to the case I opened with technical support two days ago that was supposedly escalated, nor did I get a reply to my direct message.   Apparently I reached 100% of my data yesterday, when in 2.5 years, I've never even gotten close to 75%.  Something is very wrong here.

To be clear, I am formally disputing the extra usage charge until such time as Xfinity can provide me with proof of the actual data usage and when the supposed spikes are occurring.

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2 years ago

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user_a6d962

Visitor

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5 Messages

2 years ago

UPDATE:  Xfinity tech support has not responded yet to the "escalated" case opened on May 22, the direct message sent to them on May 23, or my post of May 24.  I did, however, receive three emails from them today wanting me to "upgrade" to an unlimited data plan, get their new modem, and download their new app.  

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flatlander3

Problem Solver

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1.5K Messages

@user_a6d962​ Well, that's actually the problem.  You can't see a problem with your equipment, provide detailed information to dispute a bill, and you want to stay under a 40GB/day average, without any way controlling what network is doing.  

If you upgrade to a new modem, you'll still have the problem.  If you pay for unlimited, the problem remains, you just pay more per month.  I'd be more concerned about what is drawing over 40GB/day average than an overage charge. 

2 years ago

XfinityAnthonyT

Official Employee

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1K Messages

Hey there, happy to see if there is anything we can find. Please send a DM to XFINITY SUPPORT with your name and address for me. 

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

2 years ago

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user_a6d962

Visitor

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I just sent my second DM to Xfinity Support, thank you.

2 years ago

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CCAshley1

Official Employee

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746 Messages

Hi Joanne, thank you for reaching out to Xfinity. I understand you noticed a spike in internet usage? What days did you see internet was much higher than expected? 

I no longer work for Comcast.

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

2 years ago

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BruceW

Gold Problem Solver

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26.3K Messages

2 years ago

To send the requested information in a private Direct Message ("DM") to Xfinity Support from any forums.xfinity.com page:

  • Click "Sign In" if that prompt is visible  

  • Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging  

  • On the DM page click the "New message" (pencil and paper) icon 

  • The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

If a circle-slash appears when you try to select the "pencil and paper" icon it means that DMs are disabled in your user Profile. To re-enable them you'll need to go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.

(edited)

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user_a6d962

Visitor

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5 Messages

@BruceW​ I sent a message using those instructions above on May 23 after seeing the instructions posted on the forum for others. I just resent, hopefully someone will see it now. Thank you.

2 years ago

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