EC

Wednesday, September 11th, 2024 3:19 AM

Data Usage Spike from avg 300GB-500GB in one month to 2.9TB with no change in daily usage?

This is frustating as I've discovered I'm not the only one. I have a motorola MB8600 and my data history clearly shows in eight months prior and even before I average about 400GB monthly.  I tracked my usage with vnstat on my proxmox homelab mikrotik routerOS vm and also a real mikrotik one. I am even less than what is actually reported on my account yet currently I'm being charged that extra $100 for 5x the usage? Within a week I was already at 90% of my data usage cap? What is going on?

My modem didn't report any errors and the firmware is the latest 8600-21.3.3 for comcast/xfinity.

Took forever to get support on the phone and even then it's always that <Edited: Language> upsell of going unlimited even when the support admitted it is too abnormal. Going to an official xfinity store all they said was it's out of their hands and what they see is what they see on the data usage. They want to know as well. Seriously? I'm scheduled for a tech visit and wondering if I should cancel because if they can't find anything am still responsible for another $100.

The math doesn't work out.

Official Employee

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2.2K Messages

2 months ago

Hi there, Edward.C! Thank you for taking the time out of your day to discuss the data usage further. The visit can check to make sure everything is good with the connection and readings in our systems. Our Customer Security Assurance team, CSA, helps with data usage escalations and will take that step from time to time. Have you spoken with that team regarding this? There are some tests they can run from their end as well and will suggest a visit if that is needed. 

5 Messages

I have no problem with my xfinity.I just need to downgrade to something cheaper.I am on social security.

This reply has been converted into a post

3 Messages

@XfinityRay​ Thanks for followup. Will wait for that while I collect the data usage numbers on my end. 

Expert

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106.9K Messages

2 months ago

@XfinityRay @Edward.C I'll share their info.......

Comcast Customer Security Assurance. You can contact them online using the link below;


https://spa.xfinity.com/?linkId=130556429 

Or call them at 1-888-565-4329 or 1-800-934-6489 and ask for a transfer to them directly. 


Business Hours: 6:00am - 2:00am EST, 7 days a week


Good luck !

 

3 Messages

Thanks for follow up and info. Good to have handy.

Still troubleshooting and logging via vnstat. Noticed that the overages were similar to my internal network traffic. My history on LAN side matches Xfinity. Not sure if there is a mix up on how my data usage is tracked to include that. 100% Sure I did not use 2TB+ of data on WAN. Don't see any security issues on my whole network, checked a couple days ago using OpenVAS/greenbone community.

Not sure how to contest that $100 additional on my bill. For now I have another router between my main one to see if anything changes. Keeping record of my actual data on both WAN and LAN usage vs the one reported by Xfinity.

We should have more transparency with per hour/day data usage instead of months and how they are tracking so we can be more informed. PG&E does it.

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