4 Messages
Data Usage Reporting Issues
I am extremely frustrated but I can see that I am not alone as there are HUNDREDS of posts reporting this same issue. I have used Xfinity at my same residence for 2.5 years. I have not changed any of my habits, additional people have not moved into my household for a year and have not added any devices to my internet usage. In July and August, Xfinity reported that I had used ZERO data which is not true, I had used my internet as normal with normal usage and no interruptions in service. In September, my data usage went back to normal quantities like months prior to July, then in October and November, my usage almost TRIPLED what it had been every other month. In October, I called Customer Support and told them the reporting seemed to be inaccurate being as it said I used ZERO data in July and August and has now TRIPLED, they advised me to change my network password which I did and to no one's surprise, it made no difference. I called again in November because the data usage was spiking again and no one had any explanation, they just tried to upsell me to unlimited data which I don't want or need. I sat on the phone with customer support for TWO HOURS where someone tried to help me and ended up getting me a deal for unlimited data for two years at no additional cost which I agreed to AND EVEN ACCEPTED A CONTRACT FOR. One week later, I received a text saying I was over on my data usage so I called Customer Service again and they told me there was no record of me ever speaking to someone and no record of me getting unlimited data.
Based on the number of articles I have read of other customers having this exact same issue, this seems like a scam from Xfinity in order to get customers to upgrade to unlimited data. I will be looking for a new internet provider.
flatlander3
Problem Solver
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1.5K Messages
1 year ago
What are you using for equipment? Are you using coax connected cable TV boxes? Are you using an Xfinity rental gateway?
If you are, and live in a close neighbor, or apartment situation, you have a built in security problem with the version of MoCA (ethernet over coax). Other devices can connect to your network and run your data through the roof.
Is Xfinity data use reported double or more for historical data used for previous months already billed too? (A different issue they seem to have a problem with). You used to be able to log into your account and check data use for current and previous months in a table here: https://customer.xfinity.com/#/devices#usage Although, after being called out on that issue, the link no longer works for my account but may still work for yours.
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XfinityBrianH
Official Employee
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1.4K Messages
1 year ago
@user_1plzeq Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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