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user_aab089
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Visitor

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3 Messages

Friday, September 2nd, 2022 12:01 PM

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Sudden huge internet data usage jump

My internet data jumped from 240GB in July to 1220GB in August with normal usage. How can this be happening? Has my data been hijacked? Is there a leak in my internet network?

Question

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Updated 

2 years ago

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CCCrystal1

Problem Solver

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528 Messages

2 years ago

Hi there! Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. 

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user_5e1bd2

Visitor

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4 Messages

2 years ago

The same thing happened to us.  From May 2022 to June 2022, my usage more than DOUBLED!  Same devices, same usage.  I suspect fraudulent usage too! Can you help me? 

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XfinityDena

Official Employee

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2.7K Messages

At this time data usage is verified by an independent, third-party auditor. The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by following this link: https://comca.st/3RhSOxL or by calling CSA Toll-Free Number: 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_5e1bd2

Visitor

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4 Messages

I have already wasted 5 hours of my precious time on the phone with Xfinity Customer Service/Tech Support/ Security Assurance. Their suggestion was for me to pay more each month by upgrading.  I am not upgrading because I do not use that amount of data.  Something is wrong.  My usage has been the same, same devices, no gaming. Yet usage shot up to 1712 GB in June from 350 GB in March.  Usage has stayed up for the last three month. There is no way we are using that much data. Can you help? 

2 years ago

XfinityDena

Official Employee

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2.7K Messages

I do not have access to your data usage the way CSA is able to look at the account. You can monitor your data usage using your MyAccount app and with our Data Usage Center with the link: https://comca.st/3ANbheC. You can learn more about our unlimited data package with the link: https://comca.st/3ANbheC as well as add them there too if you did want to proceed with the upgrade as suggested by CSA. 

 

Has anything changed in the home like someone working from home, a person streaming more often or forgetting to turn off devices that keep streaming, etc? My wife has a habit of falling asleep while streaming and will stream non-stop for hours. My daughters do the same thing on their iPads as well. 

 

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_5e1bd2

Visitor

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4 Messages

No. No. And, no.  So, the problem seems to be at Xfinity’s end.  They are the ones measuring our usage incorrectly.  And your suggestion to “upgrade” - in other words pay more - is you mocking me because I just told you above that is not happening since our usage had not changed. Any other advice? 

2 years ago

user_5e1bd2

Visitor

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4 Messages

Let me give you some more information.  In the last 3 hours, we used the internet for 1 hour (primarily for researching Xfinity problems), disconnected/ turned off our devices for 2 of the last 3 hours. So, that means 1 hour of being on the internet in the last 3 hours.  I just checked usage and according to Xfinity’s total, supposedly 1 GB was used for the 1 hour of usage.  Isn’t that an excessive measurement?  Web surfing does not take 1 GB an hour to do.  Once again, same old devices at our end; same usage.  Please help.

2 years ago

Tesoro72

Visitor

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2 Messages

2 years ago

I was 772 GB over my normal usage also and has1229 GB as my bill, it was the first time so they waived the fee. We did not use that much data. I think an investigation should take place.

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XfinityKei

Official Employee

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1.2K Messages

Hi @Tesoro72, Thanks for bringing your usu age concerns to our attention! This post is two months old. Can you please create a new post for us? In the meantime you can always check on your usage in your xfinity app I have a link with those steps and more information as well. (https://www.xfinity.com/support/articles/data-usage-usage-history) 

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_93d666

Visitor

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3 Messages

2 years ago

I am sooooooo confused. I posted about my experience with a sudden surge in our internet usage. We've been a customer for the past 3~4 year, and customers of Comcast when in college. What I don't understand is a couple of things:

1) We hover around 300~400GB per month with a sudden email suggesting crossing over 1.2TB. Nothing has changed in the home, we do no have fancy 4K TVs, high-resolution cameras, crypto mining operation, or anything like that...I didn't know what to make of the sudden increase.

2) I posted on Monday, October 31 on the Xfinity forum, but can't find my original post. I don't know if a representative has replied to it. I don't even know if my post still exists. This forum is not intuitive to navigate.
3) In my frustration of trying to find my post and data usage section again, I couldn't figure out where to navigate on the internet.xfinity, xfinity.com nor customer.xfinity.com. I had to go back to the email suggesting I was going over my monthly data rate allowance.
4) While in my earlier frustration in #3, I attempted to contact customer service via "I have a different question." However, received a 404 bad request. I tried a couple of ways, but still received the same message. Xfinity reps can check the timestamp, I took these screen shots 20 mins ago.
This is an overall bad experience...I am considering another ISP.

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XfinityPeterH

Official Employee

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1.6K Messages

Thank you for reaching out to us about your data usage @user_93d666 I know if I was having issues with my data usage how frustrated I would be too. We have a special department set up to help with this type of issue. Please contact our Customer Security Assurance Team at 1-888-565-4329 Business Hours: 8:00am - 12:00am EST, 7 days a week. They have the proper training and tools to investigate your usage. 

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_edb101

Visitor

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6 Messages

I have the same problem. Sudden spike in data usage with no changes in equipment or pattern of usage. Has anyone had this complaint resolved? I'd sure like to know how.

2 years ago

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user_edb101

Visitor

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6 Messages

2 years ago

I have the same problem. Sudden spike in data usage with no changes in equipment or pattern of usage. Has anyone had this complaint resolved? I'd sure like to know how.

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user_d00fc7

Visitor

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2 Messages

2 years ago

I have the same problem currently and from what I can tell on the forums, MANY people have been having this issue over the past 6-12 months. I just got off with an Xfinity agent and after a very confusing conversation they suggested adding "iguard security" and/or "upgrading". They agent assured me that it would not increase my monthly rate. However, when she sent me the link to approve, it showed my rate going up. I told her to make no changes and I would like to end the call.

Xfinity has not offered any explanation as to how this spike could have happened. 

We use Google Home for our mesh network.

My wife and I have been working from home for the past 2+ years with heavy video conferencing and nothing material has changed with our usage patterns. However, as you can see below, a serious spike has happened.

June: 525

July: 677

August: 734

September: 547

October: 2,328

November: 1,500 (only 13 days in)

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CCTimothyA

Problem Solver

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785 Messages

@user_d00fc7 Thank you for reaching out and bringing this to our attention. I can understand how this can be truly frustrating.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer 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 which 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 no longer work for Comcast.

2 years ago

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user_d00fc7

Visitor

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2 Messages

@XfinityTimothyA​  I'm more than happy to respond privately, but this issue seems to be impacting a high number of Xfinity customers, which is evident by the activity on this thread and the other threads that have been archived. I believe the broader audience would like to understand the root cause and the steps to resolve. Can you respond here with potential causes & resolutions?

2 years ago

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CCOtto

Problem Solver

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497 Messages

@

 

I am not exactly sure why your data usage would go up that much. However, you can see the data used by your devices here to see which one is using the most data: https://bit.ly/3GgFjvG.

 

I no longer work for Comcast.

2 years ago

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internetuser99

Visitor

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1 Message

2 years ago

I too am experiencing the exact same problem with the same months, Oct and Nov had huge data amounts.  Oct I had 1800 and this month I'm over again at 1330 and climbing.  I average around 650 each month and with no changes in usage, It nearly tripled!  Of course, I got zero help from my 2 hr phone call to Xfinity. They too tried to get me to pay $30 more for unlimited which I refuse to do, and I did talk to the security people and they were no help either and said to contact my router and see if they can track where my data was being used.  I have not been able to figure that out either. Something is up and Xfinity needs to do more to figure this out and not just ask for more money! If anyone figures out a solution please share.

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CCYvonne

Contributor

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340 Messages

Hello @user_72a6ec I understand how concerning it is to see usage higher than you expected. I have a helpful link that provides information about what counts towards data usage https://www.xfinity.com/support/articles/data-usage-what-counts-towards-my-data-plan I would be happy to review your data usage history and see what might be causing large amounts of data. Can you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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 no longer work for Comcast. 

2 years ago

0

user_21a47b

Visitor

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1 Message

I’ve been averaging just under 600gb but has jumped to 1100+ the past couple months with normal usage as well. 

2 years ago

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CCRose1

Contributor

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242 Messages

Hello, @user_21a47b. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
•  Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary 
•  Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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 which 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 no longer work for Comcast.

2 years ago

0

stormanrx

Visitor

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1 Message

2 years ago

I'm experiencing the same issue.  We typically average 300-500 gig per month.  Then starting Aug 2022, our data usage went to 900 - 1100 gig per month with normal usage.  I only realized this when I got a data cap warning on 12/27/2022.  (Why I did not get warnings in previously months???)  My attempts to reach a live agent to report the issue is impossible and the "online chat" support is USELESS. 

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CCEdgardo

Problem Solver

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513 Messages

Hi there, @stormanrx. Thank you for commenting on this post. I will be more than happy to assist you. 

Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 which 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 no longer work for Comcast.

2 years ago

0

user_edb101

Visitor

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6 Messages

@stormanrx​ unplug Roku, or other streaming device, for a month to see if the problem goes away. check xfinity data usage daily until the problem is resolved (which is a pain).

2 years ago

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