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user_xxo962
1st Topic

1 Message

Wednesday, October 11th, 2023 3:32 PM

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Incorrect data usage

Good morning, I called yesterday to inform that the Xfinity app is displaying the incorrect data usage . I sent screenshots to [Edited: "Personal Information"], and they started that they would look into this. However today the app is still incorrect. It now states 942 gb is used,  and yesterday 417 was used, but also did not state that on the app. Could you please advise? Think you. Jill

Question

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Updated 

2 years ago

 • Edited

628

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Andyr1

Gold Problem Solver

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8K Messages

2 years ago

There is a bug in the graphs. It is both in the app and online. See the discussion in the link:

https://www.dslreports.com/forum/r33761686-data-usage-meter

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BruceW

Gold Problem Solver

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26.4K Messages

2 years ago

... today the app is still incorrect. ...

Posts in https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=6526f70d96e42961f0820682 and my own experience suggest this has been corrected just in the last hour or two.

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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flatlander3

Problem Solver

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1.5K Messages

2 years ago

Previous inaccurate numbers were restored before they came up with their wonky double count numbers for me, and yet even now:

Actual                        Xfinity

Sept=687.72GB      382GB

Oct= 260.01GB       248GB

Previous months were just silly  Xfinity numbers, so obviously these are just wrong.

May = 49GB

June = 49GB

July = 43GB

Aug = 41GB

[Edited: "Inflammatory"]

They need to fix this issue.  I don't think accuracy is too much to ask for.

(edited)

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XfinitySara

Official Employee

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1.8K Messages

2 years ago

@user_xxo962 - Thank you for reaching out! This was a known concern being worked on, and one of our Golden Problem Solvers previously left a comment with a link to another conversation where multiple customers are now reporting accurate data usage readings. Has this been resolved for you as well?

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user_b9z7gb

12 Messages

2 years ago

Hello Sara - there are currently numerous posts on this sudden spike and incorrect doubling - a backend issue on the Xfinity side to incorrectly calculate and double the usage amount.

This issue started last month in September. Based on those posts, the suggested fix was to power cycle the modem. I did that twice, but this fix did not resolve the issue. Now my usage has gone beyond the limit again for October and I see on my account that I am going to be billed for it!!

1) How can you help here with the overage billing, while the issue is being fixed. 2) Please suggest how to resolve this usage double counting issue in addition to the power reboot (and meanwhile I am going to keep doing the power rebooting the modem) ?

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user_04wzd4

2 Messages

I am also experiencing this issue--our reported data for October is more than double what it's been for the past many months. Nothing has changed about our devices or our usage.

2 years ago

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CCSheila

Retired Employee

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1.1K Messages

@user_04wzd4

 

 

Thank you for reaching out! This was a known concern being worked on, and one of our Golden Problem Solvers previously left a comment with a link to another conversation where multiple customers are now reporting accurate data usage readings. Has this been resolved for you as well?

 

2 years ago

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user_b9z7gb

12 Messages

I've spoken to a rep on this number 1-888-565-4329 and that person was not aware of this data usage meter issue.

I had to state to this rep that this is a known issue at the backend application as stated by Xfinity employees and that for some customers it's been resolved but other other customers, like me, I am still being shown a sudden spike and being over the data  limit, and next, how my billing is going to be handled?

What he did  they assure me that he is going to escalate this and they are going to call me back. That's it. 

So, in the meantime, I have power cycled the modem multiple times, and the usage meter is still showing as doubled. This is till very upsetting. 

2 years ago

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user_04wzd4

2 Messages

@XfinitySheila​ 

Thanks for replying...no, the problem hasn't been resolved.

I tried calling the 1-888-565-4329 number last week and the representative was completely unaware that this is a known issue...he just kept repeating advice about limiting our data usage for the next week or so, making sure our WiFi's secure, restarting the modem, buying an unlimited plan, etc. I didn't have the energy or the time to try to "escalate" the call. I had read other accounts of representatives saying that the data usage spikes were a reporting glitch on the Xfinity app and website, but that it wouldn't impact the bill, so I figured I'd wait and see.

However, the spike caused us to exceed our monthly limit--something we've never even come close to in our many years with Xfinity. We were granted a fee waiver for October, but I really hope this does get resolved before the next billing cycle ends!

Is there any way you can help me directly? I really dread calling in again and reaching someone who isn't aware of this issue.

Thank you!

2 years ago

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Sox-fan_014

6 Messages

2 years ago

I too am experiencing the same issue with more then double my data useage since Sept.  I was told to unplug all my devices every time I leave the house.  My usage for Oct has over tripled my normal use.   Called many many days, did everything they wanted but buy their modem and increase my data package.  When will this be fixed and how will they handle the billing?   We need answers.  

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