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Visitor

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5 Messages

Sat, Jul 31, 2021 12:01 PM

Data usage

Why is it showing that I’m using mobile data when I’m connected to my home WiFi or xfinity hotspots?

Responses

Official Employee

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124 Messages

2 m ago

Hello, @user_10da51Welcome to the Xfinity Forum and thank you for posting your question here. To confirm are you using an Xfinity Mobile device? 

Visitor

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5 Messages

@XfinityAlisha yes, I am using an xfinity iPhone. When I’m connected to my home WiFi and only watch YouTube, text and make calls.. (no downloading or uploading content)it shows that I’m using some cellular data. I’m confused.

(edited)

Official Employee

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294 Messages

@user_10da51 Understood! So the data usage could very well be when the phone is not connected to any wifi networks. Are there times when that's possible? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

2 m ago

No, it’s times when I don’t even leave my house and I’m connected to my home WiFi

Official Employee

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17 Messages

I highly recommend reaching out to our support team at (888) 936-4968  to see if they can check your account for you. 

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

Visitor

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1 Message

The support team will tell you to shut off your mobile data when on wifi.  So every time you connect to your wifi, you will have to remember to shut off your mobile data.  That's how Xfinity mobile works.  I know this because I have spoken to the support team and that is what they told me.  

Official Employee

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13 Messages

Hello! We have a dedicated team of Xfinity Mobile experts that can assist you with your Xfinity Mobile needs, and this team can be reached via one of the following methods:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat:
https://comca.st/3yZ9HUR

Thank you! -Ty

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

I have the same issue and was told the same thing. The data usage on one of my lines spiked 4.96GB in one day when we were connected to WiFi all day. Doesn't make sense, and the amount of data used per the phone is 2 GB less than what xfinity mobile is reading. 

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