Visitor
•
12 Messages
Spike in data usage
We have had Comcast for years. We have the same amount of devices we have always had. Our habits haven’t changed. This month there was a spike in data usage and they’re warning us that we may go over. Quite a surprise to us. If we go back month to month, it’s nowhere near what it is today.
My husband calls to ask what was causing the spike. The customer service rep refused to help him. He asked them repeatedly where the issue was and she would not answer the question or otherwise try to look into it. She absolutely refused. She kept telling us we could upgrade to unlimited and that’s all she would offer.
I know they can look into it, there is no way they can’t see what is causing the issue. I am irritated by the laziness and unhelpful attitude.
XfinityRay
Official Employee
•
2.8K Messages
2 years ago
Good afternoon, @user_d2ffe9. Thank you for taking the time out of your day to reach out and for giving us the opportunity to help with the data usage! You are at the right place for assistance and I apologize for the previous interaction that you went through.
Have you checked the Xfinity app to track the data down further and find out which device(s) is showing high usage? The app has very handy tools. You can see all devices on your network to ensure there are no devices that should not be there, the percentage of data each one is using for the day, and also control them with options like pause.
1
0
XfinityRay
Official Employee
•
2.8K Messages
2 years ago
I am glad to hear that all devices are accounted for on your network, @user_d2ffe9. For privacy reasons, I am not able to see each device's usage but can see the daily and monthly usage for your network. I know you said nothing has changed in your home recently. Have you been watching any video apps recently? I ask because HD and 4K content can take up a lot more usage than SD content. If you have cable, the apps of the cable boxes will also use data.
0
0
user_d2ffe9
Visitor
•
12 Messages
2 years ago
We are 12 days into October and received yet another message saying we’ve used 75% of our data limit. I can’t help but be irritated. There is no way Comcast can’t see where the issue is but have no interest in providing customer service. Our next step is to find another service provider. We’ve had Comcast for years and there has to be an explanation as to why suddenly we are experiencing this issue. If we call in again, I know we will not be helped. We will be offered to upgrade our plan and that’s all that will happen.
1
0