Xfinity Internet Data Usage not accurate

Thank you for your reply and information. I got transferred several times to different agents, and then the call dropped... No one seems to know the issue. Some are saying it could be due to the personally owned modem/router, or possibly an update affecting the Xfinity app and Xfinity services. The internet is working fine, no changes in speed or connectivity. The issue is I cannot see how much actual data I am using.

Good Morning, @xZora! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! We really do appreciate you sharing those details with us. I would recommend reaching out to our Customer Security Assurance Team for further concerns regarding the data usage not reporting correctly. You can find their information here. Please let us know if you have any other concerns/questions, we are happy to help! 

I was on the phone for over 3 hours last night, I spoke to 4 different T1 techs, 2 different T2 techs, and a billing rep, everyone saw the exact same thing: 0gb for May, 0gb for April, and only 12gb for March, while my normal usage is around 600-800gb. I have not gone over and incurred and overage fee for quite some time.. but that is because I have been able to track my monthly usage. Now that it shows 0 on my end, I cannot gauge where I am at in relation to my 1.23tb monthly cap anymore.

I have two ticket numbers from my phone calls last night, although they were with overseas generic support who mostly just transferred me to someone else without notifying me requiring me to start the process from scratch several times.

IH268716138

ECM0021854339

Both times I was notified this was fixed, but it is still not. I tried to tell them that there are other people reporting the same thing on the Xfinity forums, but they would not listen to me. I've been a subscriber for over 25 years. I have the 'old' internet plan with the monthly data threshold, I do not want to change my plan and adjust any billing, several reps tried to send me text links that stated "A TRANSACTION has been initiated on your account by an Xfinity agent. To proceed with this TRANSACTION, please verify by clicking here" - I would not click that link, as I do not want to 'proceed' with ANY 'transaction' without my knowledge of what it entails. 

I appreciate you verifying all those details for us, @xZora! I would be more than happy to further escalate the concern with you. Can you please send us a DM to get started?

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@user_pwc1e3 Thank you for popping back in this thread to share the update. I'm sure it will be most beneficial to many. We do encourage you to purchase a compatible modem. Here: https://www.xfinity.com/support/internet/customerowned#unauth is a link to see all the modems we support. Although, most of our Xfinity plans now include the modem rental and unlimited data. Please let us know if you'd like to explore that option without any pressure. Otherwise, please follow up after your purchase. 

@user_pwc1e3​ this is 100% not a modem issue, I would not advise picking up one of Comcast's as you will be beholden to their maintenance on it, which is becoming less and less consistent. This is a widespread Comcast issue, T1/T2/T3 techs can't even see the data.. One rep suggested this is tied to the change in June/July 2025 implementing the true unlimited data plan, but I am still on the 'old plan' (grandfathered in for 20+ years), so my cap still applies but since the middle of March it stopped tracking usage.

Hi @xZora,

I wanted to address this publicly for any other eyes that may have been checking this thread. The engineering ticket has been updated, and we have some news to share. It appears that a system issue has impacted many accounts since mid-March, the engineering team has already been aware of the issue. They are working to have the issue resolved as soon as possible, but we do not have an estimated time of resolution just yet. We'll continue to monitor the ticket for any new developments that come along. Thank you for your patience while our teams repair the issue at hand. 

@xZora​ I really appreciate you sharing your findings and information. There was mention about an ongoing issue with an internal systems update, though I suppose many did not make that connection to our data usage issues.

I am going to hold off on buying a new modem in the meantime to see if anything changes next month.

Hello there xZora we hope you're doing well! We have heard back form our networking teams, and they report that your metered usage have begun reporting again as of Mid-May, 2026. Earlier reporting does not appear to be recoverable right now, but we are continuing to work on that.  Can you confirm for us that you can see your usage numbers in the Xfinity App?