Visitor
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1 Message
Incorrect data usage
I feel cheated by Comcast, especially after reading so many other complaints about this. I have changed nothing about my internet usage but according to Comcast I am now, all of a sudden over 1.2 TB of data. I have already spent hours over the last couple months speaking to the customer security assurance team, billing team, data usage team and put in a couple tickets. I requested for a technician to come audit my data usage. I have changed nothing about my day to day and over the years I have been with this company only used a MAX of 600 GB data (usually 300-400). The customer service agent accused “that I am probably streaming a lot on Netflix” but how does that make sense when it says on the Comcast FAQs website that 1.2TB equals 500 hours of steaming; that means I would need to be streaming shows for 23 days straight whereas I am only 12 days into my billing cycle. I work full time so there’s no way to watch tv 24/7 for 3 weeks. Also the FAQs says that only 5% of customers use more than the 1.2TB given, which I am having a hard time believing that my 2 person household is using more than 95% of customers. I’ve worked from home since 2019 and nothing has changed, it’s not like I added a crypto server in my house or something.
Please tell me if anyone has been able to overcome this issue, I seriously feel cheated and have lost all trust in this company. I caved and stupidly purchased the $30/month unlimited data (to mitigate overage charges) but will most likely be cancelling services next month. This is ridiculous.
flatlander3
Problem Solver
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1.5K Messages
2 years ago
Yep. But you aren't going to be able to do it with Xfinity equipment. They removed the feature to be able to see per-device data, so you're not going to see the problem. The streaming stats they list are really dated. Most streams can be UHD these days. Netflix UHD H.264 will cost you around 7GB/hour now, or 171.4 hours for 1.2T while doing nothing else on your network. Data burn with other providers like Hulu can be higher. Depends on how they encoded it and deliver it.
If you let everything fly unthrottled, like a streaming devices and cameras, it's pretty easy to blow a data cap. I can do it in a couple of weeks easy. If you have other problems on your network -- like a misbehaving phone or other updates, you left a port open, or have an exploit, you might be able to do it in a few days or less.
Successfully disputing a bill involves passing ALL traffic through something else, and actually logging ALL of your data, and who they contacted by device and when, and how much data. If you have cable TV boxes, or MoCA devices, pitch them. You are blind. Run everything including WiFi through a firewall.
Looking at a data use page, and saying it's not possible based on previous use, isn't useful information if you are disputing a bill. Bummer, but that's the way it is.
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CCFelicia
Problem Solver
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311 Messages
2 years ago
Thank you, @flatlander3
Hello @user_1ffd96 we apologize for the issues you've encountered with data usage. I see you mentioned you've had several tickets and spoken with our CSA team, but still no resolve, this is not the experience we would like for you to have, so, our team would like to help and provide some additional assistance if you'd like.
Please send our team a direct message [private message]:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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
(edited)
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carldodd77
New Poster
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2 Messages
2 years ago
Also having this issue and being told I am burning through 300Gb of data a day. I am running a router with traffic monitoring, and nothing is using that kind of data - 300Gb a day?
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