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user_pwc1e3
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Monday, April 6th, 2026 5:17 PM

Xfinity Internet Data Usage not accurate

Last month, my Xfinity app stated I only used 77 GB of my overall 1.23 TB of Internet Data. Oddly, it stopped updating sometime early to mid last month. It did reset, though now it states I have used 0 GB. I tried checking my Xfinity account on a computer, though it still states the same amount.

I tried reseting my modem, though nothing changed. I called Xfinity customer services, though they informed me it should be accurate. I have doubts it is accurate, and that there may be glitch causing it not to show the actual data usage. 

I tried looking up how to send a direct message for support, though it seems I need to start a public forum in order to do so. To Xfinity Support, please assist myself with this technical issue. I would like to have this issue resolved as soon as possible. Thank you.

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9 hours ago

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XfinityMartyR

Official Employee

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3.2K Messages

1 month ago

 

user_pwc1e3 Thank you for reaching out! All data usage concerns are handled by our Comcast Customer Security Assurance Team . 
 
 

 

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user_pwc1e3

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4 Messages

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.

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1 month ago

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XfinityMartyR

Official Employee

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3.2K Messages

 

user_pwc1e3 Thanks for the update! Let's see if we can find out anything about your data meter concern. Please send us a direct message. 
 
 
To send a "Direct Message" message:
• 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 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 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

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1 month ago

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user_pwc1e3

Visitor

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4 Messages

20 days ago

Update on this ongoing issue: a large quantity of agents have looked into this issue, though none seem to know why I am unable to view my internet data usage on my end. This issue applies to my Xfinity app, and on my computer when I look it up in my account. Just today, an agent called me back stating everyone has 0 GB on their internet data usage for April 2026. I personally find this hard to believe, though I was advised to check in next month (May 2026), when the usage resets... I am hoping it will fix itself by then, though that is wishful thinking... 

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xZora

New Poster

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8 Messages

1 day ago

Also have this issue, my app shows 0gb usage, tech support/billing shows 0gp usage, but will still be billed the overage fee if I exceed the 1.2tb. Looks like this issue started in March, as my app shows little to no usage in that month, while April/May both show 0gb.

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XfinityAdrienne

Official Employee

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1.9K Messages

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 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

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14 hours ago

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xZora

New Poster

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8 Messages

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. 

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10 hours ago

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XfinityAdrienne

Official Employee

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1.9K Messages

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?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• 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

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

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10 hours ago

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user_pwc1e3

Visitor

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4 Messages

10 hours ago

New Update regarding my ongoing issue in not seeing my internet date usage: last week, I was able to get another ticket submitted, and a tech was able to call me back regarding the issue. His theory is: the inability to see my data usage may be due to my “outdated” personal modem.

To address the glitch, and actually use my internet speed to the fullest, I will need to purchase a new modem used for the current Xfinity internet plans. With that said, I am planning to buy a new modem sometime in the future. Hopefully when I do, it will fix the issue. 

i am unsure if this help others experiencing issues seeing their data usage, though I hope it helps a little. Will post again once I get the final results.

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