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user_41vg4w
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Friday, May 3rd, 2024 5:02 PM

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I received a notice from Xfinity on April 29th telling me that we have used 75% of our 1.2TB data this month, and that we will be charged if we go over. We have been on this plan for a year and have never even com close to using our monthly allowed Data. We were gone on vacation the 1st week of April leaving 22 days that we were home using the same as we have before. We do NOT pay video games and don't have the television on durning the day,  our cell phones use data from a separate service...I want to know what's going on with Xfinity 

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Updated 

1 year ago

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XfinityThomasC

Official Employee

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2.5K Messages

1 year ago

Hello, @user_41vg4w

Have you reviewed your devices to determine the source of the data usage? I recommend that you remove a device (such as a computer or a mobile device) from the internet connection for a period of time, either by powering the device down completely or removing it from the network. Then you should check the data usage meter to determine whether that device was using more data than expected.

 

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user_41vg4w

2 Messages

After being passed around to several Xfinity employee's I was able to get up the food chain into the engineering dept and finally spoke with someone that could explain to me what caused the increase of Data use. I don't understand why other employee's aren't trained & told this information  to share with customers. What I learned is:

Data usage increases to 7 BG per hour if you are watching something on TV that is streaming 4K or Ultra Def.

HD uses 1 GB per hour,

Standard uses .03 GB per hour.

This is where my increase occurred as we watched a series on HULU that was streaming in 4K....

All I can say is Thank you so much to the employee that finally knew how to explain it to me.

1 year ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

 

Thank you for reaching out on the Community Forum for support with your data usage issue. We are glad we were able to find out why your usage increased. Never hesitate to create another public post for any of your future account and service needs! 

 

 

 

 

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1 year ago

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