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Bennybad69
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14 Messages

Monday, September 30th, 2024 7:15 PM

extreme internet usage

Hello. I have never gone over about 600gb in about 5 years. I recently moved and now all of a sudden with no new devices hooked up am using over double. Approximately 40 GB a day. This occurs at night when i am asleep and I'm not using my internet. sometimes its higher. I own my own modem and router. I have reset it and have reset the pass and verified all linked devices. all the same. Nothing has changed. Now every night between 11 pm and 6 am i some how use 40 gb of data. its 40 gb everytime. I even unplugged my internet and my router from the wall and left my home for a few hours and came back to find that another 40 gb was used. even with everything disconnected. I tried to call customer service on the issue and they said to call my modem manufacturer. i said how can it be the modem? i unplugged it completely and still used 40 gb? Is anyone else having this issue. they said they would check back with me after they got back with their team, but no one checked back? is this an attempt to get me to pay for unlimited.? customer service has been the worst about this. I have called many times? please help!~!

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19 hours ago

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XfinityAmandaB

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1.6K Messages

2 months ago

 

Bennybad69 Thank you so much for your post for help with this spike in your data usage. Depending on where you are checking your usage it may be an issue with your modem if it reports incorrect data. If using your own modem and not one rented from, us we would direct you to reach out to them if you do not see any unfamiliar devices connected when checking the Xfinity app. If using one of our Xfi-enabled gateways we do have a bit more that can help see what devices are connected. Keep in mind all data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards the 1.2 Terabyte (TB) Internet Data Usage Plan, regardless of the source. For example, all internet-based video streaming and download services, including internet-delivered programming available through xfinity.com/stream and Xfinity apps, is included in the calculation of monthly usage. Xfinity TV and Xfinity Voice services that are not delivered over the Internet and are not received by you using your Xfinity Internet service do not count. For examples of applications and services that may contribute, visit xfinity.com/learn/internet-service/data.  You can monitor your data usage using your Xfinity App and with our Data Usage Center with the link: https://comca.st/3EGn6nw! Data usage is verified by an independent, third-party auditor. The best course of action, in this case, would be to report this to our Customer Security Assurance Team! You can contact them by following this link: https://comca.st/3DFeP1J 

 

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Bennybad69

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14 Messages

Ok. Thanks for your response. It is not my modem. Like I have already mentioned, I unplugged all my gear from the wall. Again I unplugged all my gear from the wall which means no possible way for any devices to use internet be cause there is no power And still it uses 40 gb. Even though it is completely disconnected. It’s not a modem issue.  Also I have already called your customer assurance security line which did not help at all which I already mentioned. It appears that Xfinity Is not being genuine in their data usage count so that they can charge me for unlimited which is expensive. There’s nothing wrong with my modem. It has been tested.  

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2 months ago

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XfinityOrlandoM

Official Employee

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1.4K Messages

@Bennybad69

 

Thank you,  yeah that's very strange for your data to be used when your modem/router is unplugged.

 

We recommend reaching out to our customer security assurance team view the contact number listed on the link my colleague provided above, they can do some more digging and give you some more insight on what devices online at that time

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2 months ago

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Bennybad69

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14 Messages

Again…. I have done this already. They are no help and seem to blame me for the issue. 

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2 months ago

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XfinityTony

Official Employee

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1K Messages

How much data does your modem/router say you have transmitted and received?

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

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1 month ago

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Bennybad69

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14 Messages

About 7 - 10 Gb a day. With exactly 40 gb added every night. This is ridiculous. Even with my internet modem and router unplugged, it still uses 40 gb on the dot. There was another person who had the same issue and I don’t know what they did to get it resolved as it was taken to a private conversation. All I did was move to a different area and this started happening. I’ve changed nothing.

(edited)

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1 month ago

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user_ckcxt2

3 Messages

15 days ago

save your data logs if you want to fight it more the better , iv used 313gb in the last 30 days on my pc but xfinity says iv used 450gb and thats not even updated to what i used this morning as there app can take up to 24 hours to update , you can get internet bundle with a new contract as a new costumer and  get internet modem and unlimited data for like $45-50 for 300mbs but then you get new problems , you cant win only pay with them 

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Bennybad69

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14 Messages

19 hours ago

They are still doing this to me. 

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