1 Message
1.2 TB data cap is wrong
Xfinity reached out saying we have reached our data cap of 1.2 TBs, I knew that was crazy from the moment my wife informed me so I did some digging. I have a high end router and can monitor my exact data usage (data coming and and going out), I pulled the logs and found that over the course of 30 days (including the previous billing cycle our home network has only had 510GBs of data traverse it. Yet somehow Xfinity customer service when I finally got through the terrible automated system said that they use software to monitor data usage and it shows that I have used 1.2TBs of data so I am going to be billed the extra amount. How is it that the hardware on my network can show me the exact data amount used (which is less than half of the claimed amount), yet the software you use to monitor my network is so grossly inaccurate? I can't tell if this is a malicious and flat out fraudulent attempt to get me to use their modem (for unlimited data) or just sheer gross incompetence of their software.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
They had a double data reporting.....erm.....issue. Big thread on it here. Fixed for some, perhaps not for you: https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=652684adf8fcd3407e3c6578
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CCDanielB
Official Employee
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252 Messages
2 years ago
@Chelseabrim895 Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message 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
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user_ctvlhs
2 Messages
1 year ago
I am having same issue last few months. . Just two of us in house and I am being threatened with excessive use emails and upsold on xfinity unlimited.
I know I’m not using as much as what they are saying. Who do I report this to outside of xfinity? I called recently and was given sell in cell phones and unlimited plan. But no verification of exact data used and how we are burning through gigs!
how do I remedy this without losing all of my hair?
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