Sudden spike in data usage

Hello, @user_0c7774. Thanks for reaching out about needing help with your data usage concern. For future reference, it is better to submit your own post as it creates a ticket to get help, and sometimes posting on an old thread can delay getting help.

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

My usage returned to normal levels in November.  Had a discussion with the higher level techs about the problem.  They have no answer other than "you used the data." Comcast will never consider that it is a problem with their system.  Not now, not ever.

Hello and thanks for reaching out @user_0c7774. I would like to get your account pulled up and see if I can see what is causing your spike in data usage. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

• Click "Sign In" if necessary 
• Click the direct message 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 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message 

@user_0c7774 same for us!!! I even paused all devises aside from my laptop and tv and I’m still going over!!! It’s a total money grab!!!

@Spinoza I’m contacting the FCC now. This is ridiculous

@user_6a84c2

I appreciate you reaching out to us in our Forum to share you most recent experience with your data plan, and sorry that this happened. I can tell you that I had a similar experience. Not sure if it's the same that is happening to you, but something similar happened with my mobile data plan. Because I have my iPhone set for automatic updates for both IOS and all the apps and games I have, I went extremely over my data plan. Not to mention, this was last year, I was getting a update almost every week for some reason, not realizing that those updates were eating a lot of my data. I know that is mobile, and you are dealing with your home internet data, but wanted to share with you a possibility. With that said, we do have our amazing Internet Security department that can look into this for you. I recommend reaching out to them, so they can investigate and help you out. It is our Customer Security Assurance team. You can visit them at https://comca.st/3eyY920, as well as call and speak to a specialist. To reach them by phone, please call our main number 1-800-XFINITY (1-800-934-6489) and asked to speak to a member of our Customer Security Assurance team. They are available from 8:00am to 12:00am ET, seven days a week. 

They edited my suggestion as "Solicitation."  So I will just say that if this happens again I will contact the FCC.  Me.  For myself.  Not soliciting anyone.

@XfinityDaryl​ Your "amazing Internet Security Department" had no answers for me other than: "you used the data," but could not tell me how.  Your iPhone comparison is not comparable to what we experienced.  You have to understand that some (if not many) of your customers are not idiots. I have dealt with and troubleshooted home networks for years--both my own and those of friends and family.  I would know, and be able to identify any systems or devices that are using excess data.  I could not.  Neither could your techs.

With no changes, my system is now back to 300-400 GB per month--the same usage I have had for years.  It was your system or actions that produced this.  You just can't, or will not admit it.  I await another mysterious spike--one which will allow you to then increase my charges.

Hello @user_4a8cba, thank you for reaching out for help with your account and data usage. We have a helpful FAQ here: Questions & Answers About Our Data Usage Plan - Xfinity Support, that will go ver what counts towards your data plan, as well as tips on how to help conserve data. 

If you feel that the data is being recorded inaccurately, or there is a problem with the data meter, we have a team of specialists that can help look into this. Our CSA (Customer Security Assurance) team, can be reached 6:00 am - 2:00 am EST, 7 days a week by calling 1-888-565-4329. The Customer Security Assurance organization has been established to ensure a safe and secure online experience for Comcast customers.

Thank you so much for taking the time out of your day to reach out. I would be happy to assist you with looking at your data usage and with the current promotions to have unlimited data added to the account. I know even in my own household our data usage has increased and changed a lot since I am working from home and my kids are remote learning. You can monitor your data usage using your MyAccount app and with our Data Usage Center with the link:https://comca.st/3io0eja. You can learn more about our packages with the link: https://comca.st/3IvitgZ as well as add them there too! 

If you feel there is a mistake with data usage, the best course of action in this case, would actually be to report this to our Customer Security Assurance. You can contact CSA by calling CSA Toll-Free Number: 1-888-565-4329. 

@user_3f8982​ "If you feel there is a mistake with data usage, the best course of action in this case, would actually be to report this to our Customer Security Assurance. You can contact CSA by calling CSA Toll-Free Number: 1-888-565-4329........"  who will tell you that they cannot help you.

I await the day that I have a viable option for high speed internet in my area.  Currently Xfinity is a monopoly for such service.  It is my hope that such service will eventually be declared a public utility, which can be more tightly regulated and reviewed, [Edited: "Political"].  In my area we joke that the Comcast corporate slogan should be:  "We Don't Care. We Don't Have To."

This definitely does sound a bit concerning and I would like to take a look into this with you, @user_3f8982 . Will you please send our team a direct message with your full name and full address?

~~~~

To send a "Peer to peer" 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

@user_3f8982​ 

They told me the same about hackers.  We, too, live on a cul-de-sac with neighbors we've known for years, and our wireless is password-protected.

Our data usage started to soar in February 2022 and continued to soar in March.  

I went ahead and rented an Xfinity modem and signed up for unlimited data.  Xfinity told me that if I did that, I would be able, through the app, to see what devices are using data and HOW MUCH each was using.  I CANNOT tell from the app how much data any particular device uses.  I can only tell what devices are using data.

Xfinity has let me down again, and I'm $25 poorer per month. 

Part of the reason I made the switch, however reluctantly, was to see if one of my devices had "gone rogue."  I can't tell that.

I called Xfinity and was told that the app doesn't do what they said it would do.  I need to call the Data Usage Department at 877-807-6581 to get the info. 

Interestingly, though, the app says at present that I have 6 devices connected to the Xfinity Gateway router.  However, I've UNPLUGGED from the wall socket three of those devices.  

So if Xfinity claims unplugged devices are connected and using data, how are we to have confidence that Xfinity's claims of data usage are accurate?

Begins to smell of fraud to me.