Frequent Visitor
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15 Messages
Re: Introducing xFi Active Time Limits
I was talked in to using the xfi app because of extremely HIGH data usage. After MANY attempts to get my questions answered all I got was...change your passwrd...use the app to pause devices you are not using. NOTHING has changed in my home...NO new devices...my habits have not changed! So I downloaded the app...paused my devices while at work...surprise...surprise...website down and NO way to unpause any of my devices!!! The answer I got was...you will have to try later...they are aware of the problem and are working to get it back up and running. Soooo I was without any internet for the rest of the night.
This all started in July when I was notified the my data was at 90%...!!! I'm all the years I have used your service I have only used maybe 50%. High usage until September and October...they were fine...then 13 days into November I'm back up to 90%!!! Right now I have exceeded 125% of my data!!! Supervisor comes out finds an issue outside in YOUR equipment...I am waiting to get back my 2 months courtesy months for my overage since it was a Comcast issue...STILL don't have it back!!!
The amazing xfi app😂😂😂 now show very little usage on my fire stick in my bedroom and I watch it every night. Living room fire stick does have more because I'm in the living g room watching. My IPhone 8...that I do not have...mine is 6s shows not connected yet it really is...so things on the Comcast and is soooo messed up. One answer I got was...just because your tv is off the fire stick is still connected...my question back was...then shouldn't both fire sticks be showing usage in the middle of the night and not just one of them...no answer. My computer is wireless yet when it is off it shows not connected...your engineers need to really figure things out...all you are doing is taking advantage of people...I am NOT going to be one of them...!!!😠😠😠
XfinityBrittany
Official Employee
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712 Messages
6 years ago
@Sammiejo77 I'm sorry you have had this experience the last few months.
Can you confirm that all streaming activity on your Living Room fire stikc is shut down each time you turn it off? If streaming activities are not stopped when you shut the TV down, it could be continuing to stream in the background consuming data.
In regards to your connected devices, it looks like you have a wifi extender on your network. Third party extenders can sometimes cause devices to appear as "Not Connected" in xFi even when they are.
It's possible this device is also consuming data. Have you tried unplugging the WiFi extender for a few days and see if the activity drops off in xFi? If not, I would recommend doing that to see if this maybe helps improve the situation.
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Sammiejo77
Frequent Visitor
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15 Messages
6 years ago
I have had these devices for 3 years with NO issues until July....so it isn't my devices...!!! When my TV is off the fire stick is off....my computer is wireless as well...it is off and shows not connected...there should be NO data usage in the middle of the night.
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Sammiejo77
Frequent Visitor
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15 Messages
6 years ago
Nothing has changed...I was not home at all on December 5...gone ALL day. I checked my usage when I did get home. It was showing HIGH usage ALL day...also showing 4 fire sticks connected to the gateway 2 in the living room and 2 in the bedroom. I only have 2...not to mention the fact that they were BOTH unplugged...on laying on the dresser the other on the tv stand. Spent 2 HOURS on the phone yesterday with your WONDERFUL Real Time data escalation team...she PROMISED haha that I would re dive a call back from her today between 1 and 3...STILL waiting. I will surely be sharing this with CORPORATE on Tuesday when they call me back in regards to my FCC Complaint...!!!
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Sammiejo77
Frequent Visitor
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15 Messages
6 years ago
No there is NO extender connected at this time. I have had the same devices for 3 years. If I was going to experience these issues it would have happened a long time ago.
I did file an FCC Complaint...and just added to it. Still experiencing high data usage...on December 5 it showed 4 fire sticks connected to my network... I have 2. They were NOT connected that day...they were unplugged and laying by the TV...! Surprise...no one could answer that one either...was supposed to get a call the next day...still waiting...NOT SURPRISED!
lost my connection 3 times yesterday...so many reference numbers and NO answers.
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XfinityKenF
Official Employee
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8K Messages
6 years ago
Sammiejo77, thanks for posting about your data usage concerns on the xFi app. If you have filed a complaint with the FCC, a member of our executive support team should have contacted you with next steps for resolution. They will be your main contact for this issue going forward.
Best,
Ken
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Sammiejo77
Frequent Visitor
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15 Messages
6 years ago
Yes...I was contacted by a very condescending rep...kept telling me that my complaint was in regards to the xfi app...was it working? After telling him it was and also trying to address the issue of it showing connected devices that were in fact unplugged from the tv's AND power supply I was told there was no longer any issues!😠 I let him know that I would be adding to the complaint...and I did!!!
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XfinityKenF
Official Employee
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8K Messages
6 years ago
Sorry that conversation didn't go as we both expected. Have you had a chance to reach out to the customer security assurance team? They are a dedicated team that work with folks who have data usage concerns.
Ken
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