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user_57561f
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Friday, July 7th, 2023 2:46 PM

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My data usage doubled from previous months.

For no apparent reason my data usage doubled past month, causing me go over the data cap. I was charged $60 on top of my bill. I reviewed all connected devices on my router, didn't see any unauthorized device. Changed my router password. 

Today I checked my data usage on the Xfinity app, to my surprise I've supposedly used 587GB in just first 7 days of July. I called customer service if there is any error on Xfinity data usage meter. I was told there is no error on Xfinity data usage meter and I should pay for unlimited data for $30 since I use my own modem. 

I am so confused, how my data usage doubled suddenly. I have the same devices and no change in data usage habit. Has anyone else experienced this??

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Updated 

1 year ago

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XfinityKrista

Official Employee

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1.5K Messages

2 years ago

Hello, thank you for taking the time to reach out on social media.  I understand your concern with the data use, and I'd like to provide some more information. 

 

All data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards the 1.2 Terabyte (TB) Internet Data Usage Plan, regardless of the source.

For example, all internet-based video streaming and download services, including internet-delivered programming available through xfinity.com/stream and Xfinity apps, is included in the calculation of monthly usage. Xfinity TV and Xfinity Voice services that are not delivered over the internet and are not received by you using your Xfinity Internet service do not count.

For more information about data usage and the Xfinity X1 Platform, see X1 Internet Data Usage Details.

For examples of applications and services that may contribute to, visit xfinity.com/learn/internet-service/data.

Monthly usage is tracked based on a calendar month. The cutoff is determined based on local time.

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user_aa95d9

2 Messages

2 years ago

This is happening to me right now and says I went from using under 350gb a month to using 980… how is that possible. Xfinity [Edited: "Language"] 😭

(edited)

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user_8jjwlk

3 Messages

From the morning of Oct 9 to Oct 10 I used 400 GB? I looked at previous months where I know I was under 1229 GB and it now is doubled for each as well 2100 GB etc

2 years ago

0

XfinityAdrienne

Official Employee

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1.2K Messages

Hey there, @user_57561f! We would recommend reaching out to our Customer Security Assurance Team here to report the data usage spike. They can be reached here 1-888-565-4329. We do also recommend updating your Wifi password just to ensure to cover all bases. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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user_gw1010

Contributor

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22 Messages

@user_8jjwlk​ The online data usage meter [ accessed via xfinity.com web page, NOT using their app ] also renders false information to me.

For the period Oct 1, 2023 to Oct 9, 2023 it shows a whopping 897 GB both down & up bandwidth consumed.

I called the 1-888-565-4329 referenced above and the comcast agent verified their records show 445 GB have been consumed for that time period.  That amount seems slightly high but essentially reasonable.

The agent mentioned there are issues with their web page.  Hopefully they correct related issues before much longer.

2 years ago

user_gw1010

Contributor

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22 Messages

@user_gw1010​ For now, the online data usage meter for my account at xfinity.com appears to work as intended.

2 years ago

0

XfinityKei

Official Employee

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1.4K Messages

@user_gw1010 Thanks for the update, glad to hear the website is working as it should. As a reference we always recommend logging out of all your apps as they tend to keep running in the background and burn more data. I've recently learned that my kiddo wasn't logging out of his two favorite apps, and they continued to run all night and burn more usage. So glad you're utilizing the usage meter and called our security team to get a resolution.  We are always 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

2 years ago

0

user_6d6a93

1 Message

2 years ago

Yes , my data meter says I used 230 gigs for September. I checked my usage today, now it says I used 460 for the month of September. I surprisingly burned an additional 75 gigs in my sleep with the tv off. Comcast just continues to repeatedly scam us whenever they can. Don't 5hey have enough profit. AMERICAN GREED !

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XfinityJorge

Official Employee

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2.1K Messages

Hey there! Thanks for using our Forums @user_6d6a93 to contact our Xfinity Support Team. You came to the right place for help and we are here to point you in the right direction so we can address your data concerns. Have you tried reaching out to our Customer Security Assurance Team? If not you can contact them here 1-888-565-4329.

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

0

user_12bky1

1 Message

1 year ago

My data usage has also doubled from the previous two months with no explainable reason or device that could've used that kind of data.

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XfinityJeniece

Official Employee

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3K Messages

@user_12bky1 I would recommend changing your Xfinity Wi-Fi password to ensure that your account is secure. If you are still noticing issues with your data usage, you can report this to our Customer Security Assurance Team at 1-888-565-4329.

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_7idxw2

1 Message

1 year ago

This has happened to me starting in the middle of September. We got a data limit warning in October, nut I figured it was high because we streamed a lot more than usual that month. I am starting to think something is wrong now because the Xfinity site is saying that we have used even more data this month even though no one was in the house for 8+ days out of the 30. Its just not possible for that to be true.

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XfinityMarcos

Official Employee

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2.3K Messages

Hello @user_7idxw2, I've done a lot of hosting the past month, so I can see why you'd think twice about the data usage on your account. I'd love a chance to review things with you and take a look at your account. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

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