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user_ect967
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Wednesday, November 1st, 2023 10:09 PM

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Why won't Xfinity share my data use with me?

This month I was informed my data was running out. But XFinity won't share the details behind their "3 month comparison chart". I want to see what caused this surge in data use, but they won't provide me with any helpful details. I've asked repeatedly for the data behind their graph, yet they don't seem to comprehend my request.

It's quite simple, please provide your customers with access to their household usage. I know Xfinity tracks all our usage, otherwise they would be operating purely on arbitrary assumptions. If my data use is changing, I would like to see when and where and what is contributing to the surge. At this time, I only see the monthly total which is not insightful.
I have already called and explained this to more than one representative. In fact, one rep was clearly viewing very specific details about my usage. I asked to be enlightened with this contributing data, but then the confusion set in and they claimed not to have access. I'm very frustrated by the lack of transparency. Please explain why this information is not being provided. 

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8 months ago

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XfinityDilary

Official Employee

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1.8K Messages

1 year ago

Thanks for posting on our community forums, @user_ect967. We appreciate your feedback. To clarify, all data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards the 1.2 Terabyte (TB) Internet Data Usage Plan, regardless of the source. We do not have the ability to see the usage on each device separately. For more information on what counts towards your data usage monthly, you can visit our Questions & Answers About Our Data Usage Plan FAQ. 

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user_ect967

4 Messages

Thanks for responding. I'm perplexed because the first gentleman I spoke with was referencing various connections within my home and stating what he seemed to think was incurring excessive use. He even suggested my security cameras might be the problem and maybe I need to consider addressing those. Im not sure what he meant by that. I informed him that my security cameras were installed by Xfinity. If the cameras are incurring excessive data use, that would be very peculiar. I asked him for the data in which he seemed to have access to. He suddenly didn't seem to understand my question. 
It seems quite simple. PG&E knows when we pull power from the grid, because they invoice accordingly. Surely Xfinity utilizes a system that collects individual household data. 

1 year ago

XfinityMichaelC

Official Employee

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4.1K Messages

@user_ect967 Thanks for this follow-up! When you called in to get more detailed information, do you know what department you had spoken to? Was it the Customer Security Assurance (CSA) Team? They would be the ones you would need to reach out to, to see if they can pull more information for you. They can be reached at 1-888-565-4329 between 8:00 am - 12:00 am EST.

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

1 year ago

user_ect967

4 Messages

@XfinityMichaelC​ 

I initially spoke via chat. They received my question about the data request and they said they would put me in contact with the best department. The chat agent asked for my number and said they would have their Advanced Repair Team call me. I trust the agent knew where to guide this particular matter. My phone rang and I was then on the phone with the first rep who called from 1.888.934.6489 (we were on phone for one hour) and later a follow up call from their supervisor 1.888.266.2278. Neither was able to provide the data. If they were the wrong department, shouldn't they have redirected me from the get go? 

1 year ago

0

XfinityAirelle

Official Employee

 • 

2.2K Messages

@user_ect967

 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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

1 year ago

0

BruceW

Gold Problem Solver

 • 

26.1K Messages

1 year ago

... all data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted ...

But there are exceptions, like this one from https://www.xfinity.com/support/articles/xfinity-stream-app-faqs:

Does streaming using the Xfinity Stream app on a Partner Device count against my internet data usage?
No. The goal of using the app on your Partner Device is to give you more options outside of rented Xfinity TV Boxes to access your full TV service within your home. The service delivered through the Xfinity Stream app is not an internet service, so Xfinity data usage plans don't apply.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_gfjhe8

1 Message

8 months ago

I am having the same issue.  No real resolutions only tedious tasks and reverification of my identity.  One department to the next.  It feels like we're being given the run around. 

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XfinityAlyssaA

Official Employee

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1.8K Messages

We are sorry to hear that you are experiencing this issue as well and that you feel like you are getting the run around @user_gfjhe8, rest assured, that's never how we want our customers to feel. Have you tried reaching out to our amazing Customer Security Assurance (CSA) team regarding your data concerns? They can be contacted directly at 1-888-565-4329 and their hours of operation are 8:00am - 12:00am EST, 7 days a week.

 

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

8 months ago

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