1 Message
Data Usage
Every month I’ve had Xfinity internet service, I’ve averaged about 650 gb used. Since December, I apparently go through that in a week. What has changed in your services that I’m not aware of? There are thousands of customers being over charged for “maxing out data”. When in reality we haven’t used any more data than usual.
user_noname
Contributor
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168 Messages
1 year ago
@user_apzajy - There are many other Posts on this Forum, where number of people raising this very same issue,
I think the calculations by the system that tracks data usage might be inaccurate, and Xfinity needs to be convinced of that with tangible documented facts, to be investigated and corrected.
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WillyB46
New Poster
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15 Messages
1 year ago
You've got company. Comcast/Xfinity is beginning to resemble the legendary company we used to be warned about. I received notice of approaching then then exceeding my "limit." When I spoke to a support person, I was assured that the contracted courtesy month with no charge would apply. At the same time, I was talked into upgrading my speed for a reduced price effective immediately. Today I got notice that I would be charged for overages. At same time, my speed has not changed (especially the dismal 15ms latency), the price has not changed, and for the fifth day so far the usage page is unavailable, so I don't know the actual past and current usage. It's Saturday now, but I've got a call coming from Fidium fiber Internet on Monday, at which time I plan to cancel Xfinity Internet.
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XfinityThomasC
Official Employee
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2.7K Messages
1 year ago
Hello, @user_apzajy I would recommend proceeding to [Edit fixed link] https://internetsecurity.xfinity.com/help/report-abuse to report this issue with your data usage. Our Customer Security Assurance team can look into this issue for you.
(edited)
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user_noname
Contributor
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168 Messages
1 year ago
@XfinityThomasC - the URL you provided above is not a Publicly accessible website! As it resolves to the internal private addresses !
;; ANSWER SECTION:
internet-security-site-web.ho-g3.cf.comcast.net. 60 IN CNAME cfho-g3p.gslb4.comcast.com.
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.242
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.231
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.232
;; ANSWER SECTION:
internet-security-site-web.ho-g3.cf.comcast.net. 60 IN CNAME cfho-g3p.gslb4.comcast.com.
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.234
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.235
cfho-g3p.gslb4.comcast.com. 30 IN A 10.112.21.236
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BruceW
Gold Problem Solver
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26.5K Messages
1 year ago
@XfinityChristy, @XfinityThomasC: You both posted links which are useless to customers.
What is so hard about posting https://internetsecurity.xfinity.com/help/report-abuse????
"internet-security-site-web.ho-g3.cf.comcast.net/help/report-abuse", as stated above, is not accessible to customers.
"forums.xfinity.com/conversations/your-home-network/data-usage/internetsecurity.xfinity.com/help/report-abuse" is simply nonsensical. It merges part of the URL for this topic with the URL for CSA, producing a garbage link. Why??? I challenge you to reach such links when you are not connected to Comcast's internal network. It just does not work!
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_noname
Contributor
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168 Messages
1 year ago
@WillyB46 @user_apzajy @BruceW - just got a response from Xfinity on DM:
"Hello! We just wanted to follow up with you as promised regarding the ticket we sent out for you a few days ago. Our Engineering Team has acknowledged that this is a known issue that our customers with owned modems are experiencing. The recommended workaround is to use the app instead. Other than that, there is no ETA for a fix at least for now."
"We do know they are working to resolve the issues with the site but sadly we do not have a time frame of when that fix might be in place. We are redirecting everyone to the App for the time being. If there is anything we can assist you with moving forward, please let us know."
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