tbenjam's profile

New Poster

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2 Messages

Wed, Feb 10, 2021 5:00 AM

incorrect data usage reported

My data usage is reporting a very high amount used when all my devices are on wifi and have cellular data turned off..  How can i get someone live to lookat this?

Responses

New Poster

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2 Messages

3 m ago

this is on my xfinity mobile devices data usage

ComcastBillie

Official Employee

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168 Messages

3 m ago

That is a fantastic question! I can definitely understand your concern. Just to clarify, are we discussing the data usage for your home internet plan or would this be in regards to your cellular data with our Xfinity Mobile service?

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Frequent Visitor

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6 Messages

3 m ago

I have a similar issue... my daughter's phone says 89.0MB, and Xfinity Mobile says 1.86GB...

I tried the online chat and it was brushed off as 'must be the device, bring it to apple care'

eraym

Regular Contributor

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92 Messages

3 m ago

Just curious, and for further clarification, you are talking about Wi-Fi data usage only since you say that cellular data is turn off?

 

And are you saying it is shows that usage for just the current measurement period?

(as opposed to a cumulative amount being compared to a current period amount)

 

And since you are talking about a mobile phone(s), do you ever use the phone(s) at any other locations?

 

The mobile phone(s) will measure all Wi-Fi data usage accessed from all locations, not just your house, any time you are connected to a Wi-Fi access point.

 

eraym

Regular Contributor

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92 Messages

3 m ago

Hi Chrisp1974, sorry my questions were directed to original post by tbenjam as he was asking only about W-Fi data usage since he said cellular data was turned off.

 

And in your original reply you didn't distinguish between Wi-Fi data usage or cellular (mobile) data usage. So I wasn't sure what to ask. I agree that what you are saying can be confusing.

For cellular data usage you should be able to look at what apps had access to cellular data and what amount of cellular data each app used. Add those amounts and you should get something close to what the phone is reporting as the the total cellular data used for the period. When I do this on my mobile (I have a Samsung Galaxy S8+) it always adds up to close to what the phone shows as the total cellular data used. If that isn't the case, then there would appear to be an issue somewhere.

With the cellular data turned off have you noticed if the phone is still reporting the amount of cellular data usage going up?

And if it is, have to checked to see which apps are reporting any increases? You would need to write down all cellular data usage by apps at a given time and date, then monitor that over some period of time (several days to weeks) to see if you notice any discrepancies.

 

And finally what the phone shows for cellular data usage should match what Xfinity Mobile is reporting for that same period (or at least fairly close). If that isn't the case it is extremely odd. I would say it may be a phone related problem also, but not sure what kind of issue or how to fix it.

And I assume since Xfinity Mobile is reporting a lower amount that at least you aren't being billed for huge cellular data usage that isn't being used in reality.

Frequent Visitor

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6 Messages

3 m ago

Check again...lol...the phone says 89MB consumed.... Xfinity says 1.86GB...which is why it is a concern...

 

We haven't been able to identify what is using the data, so she has disabled cellular data altogether now...although that's not an ideal solution

Frequent Visitor

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6 Messages

3 m ago

I am not concerned with the amount of WiFi data usage on the phone...it is the cellular usage that contributes to the monthly billable amount.

 

We had limited the apps that had access to cellular data, but it appears that data was still being consumed by the phone somehow...during the billing period there was a serious discrepancy between the amount of cellular data that the phone says it has consumed vs. what Xfinity is indicating was consumed by the device...

 

For now, my daughter is completely disabling her data unless she needs to use it to avoid the unexpected overage, or an explanation can be provided.

eraym

Regular Contributor

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92 Messages

3 m ago

Oops, Chrispy1974, got it. My bad, should have looked closer at the Mbs and Gbs.

Not sure why Xfinity Mobile would be reporting usage that much higher than the mobile phone actually shows.

 

I have seen small amounts (less that 1Gb) that don't add up for cellular data usage and assume it's the OS using cellular data when I have done restarts, etc. When I restart my mobile it always uses cellular data to connect to the towers before it ever enables Wi-Fi. And I have noticed that the Google Play store always uses small amounts of cellular data even when I have the phone set to always use Wi-Fi when I'm connected to Wi-Fi. Have never ben able to figure out why that occurs. I think the way to force a mobile to not use cellular data is to disable it. I assume that other apps may be doing the same. But none of that explains why Xfinity Mobile still reports much higher usage than the phone shows.

 

Right now on my mobile it shows a little more mobile data used than Xfinity Mobile reports, but that may be that the monthly switchover time for the billing period isn't quite the same on the phone as to what Xfinity Mobile uses (I'm not sure you can set that exactly) and they do say there can be a 6 hour lag in updating their site reporting amount.

Might that be what you are seeing?

Visitor

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1 Message

1 m ago

I am having the same issue. My bill shows .89 and my useage is showing .44. I

Official Employee

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32 Messages

Hi user_201bdd. We'd love to see how we can help! To get started, please send us a private chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
 
Here's the detailed steps to direct message us:
 
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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
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Visitor

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1 Message

This company is clearly scamming. The past 3 months I have gotten emails 2 weeks from my cycle date stating that I am approaching using 20GB. W T H?! I’ve always worked from home, even pre-pandemic, and most of my non-work time is spent at home as well. When I’m not home I am a very casual phone user. Mostly GPS l, music, etc but even then I’m connected to my cars WiFi. I haven’t had any recent change in my usage and being with AT&T for 12 years prior to switching, I’ve never exceeded more than 5GB. Sounds like a class-action. 

Visitor

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1 Message

I agree. Three months now they have said I’ve gone over when I have my cellular turned off. My home wifi keeps shutting off but it says I’m connected. It’s only when I go to use certain apps that need wifi to work does it say my network does not seem to be online. Yet I check the xfinity app and it says it’s all good no problems no outages. Then I try to switch to the public network and it’s kicking me off that. My sons been getting kicked off his school classes the past two weeks. They just sent me a new modem automatically. I got a pop up that said my modem would stop working for wifi in April if I didn’t get a new one then I would loose my wifi service. They said “we’re automatically sending you the upgraded modem at no cost to you.” Ever since that thing came it’s been the worst service ever. And it’s not possible I’ve used my data anyways. I got the notice my data was at 50%. I was home on my own wifi anyways but I was sick and slept the next day and when I woke up I had an email saying I already went over the limit. While I was sleeping? Really? 

Official Employee

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165 Messages

Hi, @Katybeth77 Our team can help. To get started, can you please create a new public text submission without your account information? Then send a private message with your name and service address by clicking on the chat icon at the top right of the page. Select the Xfinity Support tab to start the chat session.

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Visitor

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1 Message

5 d ago

I have a similar experience, before one night my mobile cellular data was 0.61 Gb, next morning I am received email that my data is over my limit 2.5 Gb!  That’s just overnight with me sleeping and having home WiFi?!  it’s just impossible.
I tried to solve this by chatting and phone call with customer service, but no explanation and no credit. This happening for a second billing period that why I was carefully watching my data usage this time. My conclusion is here: FRAUD !

Official Employee

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7 Messages

Thank you for reaching out for help with Xfinity Mobile service. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. 

You can contact our Xfinity Mobile support center via any of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Chat: https://comca.st/33yA4CE

Thank you! -Rafael

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DaveO3

Problem Solver

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286 Messages

4 d ago

See the link below to check your data usage by App on an iPhone. There is a similar process on Android phones. You should also do the following:

1.) Reset your statistics each month and set a reminder to do so on your billing start date.

2.) Turn off cellular data for any offending Apps that may accidentally be using cellular data instead of WiFi

https://support.apple.com/en-us/HT201299

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