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user_p14n7q
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10 Messages

Wednesday, May 15th, 2024 11:22 AM

Closed

Known Data Usage Engineering Fault

My account has been impacted by the artificially inflated/doubled data metering issue, which Comcast has admitted to and acknowledged is currently affecting customers: (per this support thread: https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=65260076f8fcd3407e3c6299&replyId=6526014796e42961f081ff26).

Data usage in the past has never exceeded 900MB in a single month while last month and this month have been on track to exceed the 1229 limit while on average we have only used 400MB-600MB.

Before representatives respond to ask “are you using a lot of 4k streaming” or “have members of the household started working from home”: there has been absolutely no significant change in data consumption or streaming habits from my household month over month, no new members of the household, and all connected devices I can see on the router app can be accounted for as ours.

In the event this goes unresolved, I will switch to an alternative internet service provider before being forced into an unlimited data plan upgrade by this issue.

Question

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Updated 

1 year ago

 • Edited

137

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XfinityWilliam

Official Employee

 • 

1.2K Messages

1 year ago

Hello user_p14n7q. Did you get a notification message saying you went over your limits, or is this just an issue looking at this data calculator on the Xfinity App?

 

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user_p14n7q

10 Messages

@XfinityWilliam​ I received multiple text notifications last month about approaching 90% of my data for the month.

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

 

user_p14n7q You can also try disconnecting your devices in the app so the only internet data being used are the devices you are currently using. Sometimes there are devices on your network that use data and not realize it.
 
Also, please make sure you are using the primary Xfinity ID when logging into the app or website to check the usage. 

 

If you have questions related to the Data Usage Meter, please call us at 1-888-565-4329, and a service representative from the Customer Security Assurance department will be able to help you.

The hours of our Customer Security Assurance department are 8:00 a.m. to 12:00 a.m. Eastern Time (ET), seven days a week.

 

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
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
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
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

1 year ago

XfinityWilliam

Official Employee

 • 

1.2K Messages

1 year ago

Thanks for letting me know user_p14n7q. This issue was with the meter calculator for our customers and not the internal one that is used to determine how much data is used.

 

3

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user_p14n7q

10 Messages

@XfinityWilliam​ Thanks! So my data is being double counted on the meter tracker on this webpage then?

And if I get charged for going over I can reference this thread and dispute the charges based upon false meter calculations?

As according to this 'external' metric on the xfinity.com my data has doubled abruptly beginning in April and continuing so this May. This in light of the admittance by Comcast that they have an engineering issue fault with regards to this for multiple customers!

Again will be switching providers if this issue incurs any additional monetary costs.

(edited)

1 year ago

0

user_p14n7q

10 Messages

@XfinityWilliam​ As I am assuming since I received text messages from xfinity about approaching the data limit, the internal one determining my data usage and which accounts for billing was activated that this issue is affecting my account more than merely the external one located on the plan tab of my account page.

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

 

user_p14n7q I would reach out to that number provided above, as they can better break down your internet usage for you.

 

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
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
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
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

1 year ago

0

user_p14n7q

10 Messages

1 year ago

I am still unsure what the issue is then why I am already at my same data usage for the entire months of February and March while doubling those month's usage in April and having used the same data as Feb and March while only half way through May. Again my devices and habits have not changed month over month yet this issue which seems to be a recognized spike it data seems to be affecting my account.

0

0

user_p14n7q

10 Messages

1 year ago

Thank you I will contact live support over the phone and download the xfinity app and then switch to alternative provider if problem persists.

0

0

user_p14n7q

10 Messages

1 year ago

Also can't download app as it is no longer supported by my phone as it requires iOS 16 while my phone is older and only supports iOS 15.

1

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XfinityThomasC

Official Employee

 • 

2.5K Messages

That's odd @user_p14n7q. Is the phone reporting this in an error? Xfinity App should be supported by Apple smartphones with iOS 14 or above. While the app can run on iPads in compatibility mode (the app will remain the size it appears on the iPhone), there is no iPad-specific version of the Xfinity app at this time. 

 

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

1 year ago

0

user_p14n7q

10 Messages

1 year ago

Okay so having a similar experience as this user: https://forums.xfinity.com/conversations/your-home-network/sudden-spike-in-data-usage/65091e84baecdd4ece0656b7?commentId=6541b1d773370866d6dbcf61

I called the 1-888-565-4329 number and was told like the above post that the issue was something to be taken up with the modem manufacturer and was of no help recognizing this persistent pattern for multiple customers concerning the data spikes.

(edited)

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