High Unexplained Data Usage

Thank you for reaching out to us on our community forums @user_vw9f40! If you believe the data usage meter is inaccurately reporting your usage by reporting more data than what is being used please reach out to our Customer Security Assurance (CSA) team. They can be reached at 1(800) 934-6489.

I've ensured I recognize all devices connected which I am able to do via our router web portal.  Yes we do have hard wired devices but they were turned off.  With regard to your point about delayed readings, that is really irrelevant when you simply look at the amount of data allegedly used. 100/120+ gbs used would be very hard to explain away given the typical amount of data used over the course of a day.  In order to burn that much data you'd have to have like 3 movies streaming at once in HD constantly over the course of 8 or so hours on multiple devices which we have never done. As mentioned, for the last couple years, we typically use no more than 30/40 gbs/day.  However, the last couple weeks data usage has increased significantly with no change in our pattern of usage nor no new devices or unrecognized devices. 

@user_a5d9b0 Thank you for confirming that the expected devices were the only ones showing on the network and that hard-wired devices were turned off. I understand that this is a huge increase to your typical daily use and I want to help uncover what is happening and why you are seeing the increase. Even with leased modems my team is limited on accessing the specifics of the data use, but we can work with you and help get your account over to our repair teams for assistance. Please send us a direct message with your name and service address. From there we can verify the account and run through a few steps to see if we can resolve the unexpected use and if needed to create a ticket for our repair support teams. 
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

Unfortunately, I had the same issue about 3\4 years ago (coincidently the last time my data speed was upgraded by Xfinity) and went through that process and it was extremely time consuming and a very unpleasant experience.  So while I thank you for your offer and responding to my query, I will likely decline going through that time consuming process. I don't have the time to devote to be sent in circles with no resolution and lack of knowledge on the subject after speaking to multiple support individuals at Xfinity. I appreciate your time though.

Most understandable @user_a5d9b0. There can be up-to a 24-hour delay for data usage to reflect within the data usage meter. Please be aware that if you are also subscribed to our Xfinity Video service with X1, Internet applications will be counted even though the devices are not connected to your modem. 

Lots of different customers can consume data at different rates. I know that within a matter of hours, I can go through 100+ GBs downloading updates or a video game on my PlayStation or PC. So data intensive device can certainly go through data pretty quickly. 

If there happens to be anything more we could assist you with, we do recommend contacting our main support line at 1-800-XFINITY and getting in contact with our Customer Security Assurance (CSA). 

Again, the delay is irrelevant if you know what devices and what you've done in last 24 hours or so. We don't subscribe to xfinity video nor do we have video gaming machines (ie PS4, XBox, etc) and don't have games on our PCs, so it can't be those items.  We watch a movie on netflix once or twice a week tops sometimes less on one TV and are sure to close the app and turn the TV off when we're done.  Again, no thanks on connecting with customer support right now, I've never had a positive experience with that approach in the past.

This post was to see if there are others experiencing unexplained, significant increases in data usage and to create awareness.  I expect we'll return to normalcy at some point like the last time this occurred once the issue resolves itself at Xfinity as it does not appear to be on our end.

Hey BeeBee5977, thanks for reaching out to Xfinity Support on our forums. Our Customer security Assurance team handles data disputes and their contact information has been posted above. I can also take a look at what days the usage happened to help narrow it down if you can send us a direct message. 

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

@XfinityNicolas​, thanks for your response.  However, even though I stated in my initial comment, "I have contacted Xfinity several times but have been unable to get anyone to explain to me what is causing this unexplained spike in our usage," I did decide to try, one more time, to resolve this today. After spending more than 3 hours and speaking with 5 different people, my issue is no more resolved today than it has for the past few months.

One interesting thing I DID learn, however, is that Xfinity has recently seen a noticeable increase in the amount of people reporting unexplained spikes in their data usage. To be sure I heard correctly, I asked and the customer support agent confirmed this to me twice on the phone.

The only solution they have for me is to upgrade to an unlimited data plan which would result in ME paying more for a problem that is not only totally out of my control, but a problem that Xfinity has acknowledged is an issue many customers also dealing with.

Difficult to overstate how disgusted, frustrated and disappointed this entire experience has been. And to add insult to injury,  in order to cancel a service that has gotten to the point of being nearly useless to us, Xfinity is going to charge me $110 for early termination.

So, after more than 15 years with Xfinity, it looks like we'll be taking our business elsewhere.

Greetings, @user_w0t792! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having so many issues with unexplained data usage, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.