Brocktoon's profile

Contributor

 • 

139 Messages

Wednesday, September 25th, 2024 12:01 PM

Data Usage Meter Stuck Since Scheduled Maintenance

We had scheduled maintenance in my area last week, and afterwards the data usage meter has failed to log any usage.  It's been stuck at the same reading for the past week.

Over a week ago I noticed my IP lease time dropped from 4 days to 1 day.  It then dropped from 1 day to 2 hrs, so I knew some sort of maintenance was coming.  Sure enough, around 9/16 I was given notice on the Xfinity website that scheduled maintenance was planned overnight for 9/18.  On 9/18 I noticed I was running on a new IP block and my modem had rebooted overnight with the leased time back up to 4 days.  I had the mid-split upgrades last year, but some sort of maintenance was performed overnight.

Services appear to be working fine, but since that overnight work, my data usage meter has been stuck at 127 gigs.  I have used several gigs since then streaming on various devices, including my XG1v4 box, and that's not registering the data usage either ... so it has nothing to do with my modem as none of the equipment is registering the data usage.

Something happened during the maintenance outage that assigned me a new IP address as well as breaking the data meter.  This is the same reading whether using the website, app, or automated chat ... still stuck.

Official Employee

 • 

4.1K Messages

1 month ago

Hey, Brocktoon! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are having with the data meter not registering data usage correctly as I know how important it is to monitor data and make sure it's not going over the usage or to see if something unusual is going on. That is kind of odd that it happened once the maintenance was completed. I'm not seeing any new data since the 17th either. Since there are 3 days left in the month and that starts the new data block I would like to follow up with you then to see if the data starts to track again. If it doesn't then we might need to have a ticket open to look further into this. Would it be ok to follow up with you in 5 days (10/2)? That way we have a day into the new data usage block.

 

Contributor

 • 

139 Messages

1 month ago

That sounds like a good plan.  Possibly things will reset with the new month.  It's not a major issue as my services are still working fine.  But, my meter remains stuck even after streaming all weekend.  We'll see how things look in a few days.  Thanks again

Official Employee

 • 

1.4K Messages

 

Brocktoon, You are so welcome! 

 

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

Contributor

 • 

139 Messages

1 month ago

It's now been a few days into October and the meter is still not working.  It reset to zero, but is not logging any usage.  This is streaming with my internet as well as streaming various apps on my XG1V4 ... so it's not related to my modem as it's still not registering usage on my Xfinity TV box either.  In addition, under Internet > 'Your Plan' on the Xfinity account webpage, only 'Speed' and 'Equipment' are listed.  It used to also list data usage but that is no longer there.

I've rebooted the modem and the XG1v4 box as well as even tried a full system refresh via the X1 help menu.  No change with still zero usage showing.

Otherwise my services are working fine so doesn't appear to be an issue with my wiring or equipment on the premises.  As mentioned before, I don't think it's a coincidence that this started right after overnight scheduled area maintenance a few weeks back.

Thanks

Official Employee

 • 

1.3K Messages

@Brocktoon Thanks for sharing the details. I'll have to pull up your account to check the data usage. Please provide your full name and complete service address via Direct Message. We look forward to your reply.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

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

Contributor

 • 

139 Messages

I've provided the requested information via direct messaging

forum icon

New to the Community?

Start Here