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jamesb2
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8 Messages

08/17/2026 4:48 PM

Internet Data usage for August 2026 is not displaying

My Internet data usage for the Month of August 2026 is still showing 0gb. Today is August 17, 2026. 0Gb is not realistic and unlikely. I have used Chrome browser and Edge. Plus, I use the Xfinity App. All with the same results. 

I went "over" in December 2025 So this is important for me to know my usage and monitor it effectively. 

I have tried to reach support but the AI bot does not allow me to get through to a live person. 

I also have tried to open a ticket online but get denied stating i am not eh primary account holder!? This is very wrong as I am the only Primary account holder. 

Please help. 

thanks.

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16 days ago

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XfinityAdrienne

Official Employee

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2.3K Messages

24 days ago

Good Morning, @jamesb2! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with not seeing the data usage reporting on your account, and not showing you as the primary user. I would be more than happy to troubleshoot with you fully. Have you attempted to clear your browser cache/cookies, and then attempt to log back in online? Have you attempted to log out of the App and log back in? It does sound like the permissions might be restricted due to your username access, can you confirm you are using the primary user log in information? You can find the steps here on how to view your users permissions. Please let us know. 

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jamesb2

Visitor

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8 Messages

Thank you for the suggestion but I already had checked and my User permissions are correct as Primary. I did reach a live person and was told they have to look into it further as there seems to be some glitch with my account. In the mean time , I was assured that there will be no overage charges for the month of August. So far it seems to have been fixed since this past weekend. My usage is now showing some data usage, 48Gb as of today 8/24/2026. 

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18 days ago

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XfinityCarolyn

Official Employee

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400 Messages

@jamesb2 Thank you for taking the time to bring this to our attention, and I completely understand your concern. I would be more than happy to take a deeper dive into why the data usage is showing zero and the primary holder information is not matching. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”
Here are the detailed steps to direct message us:
 Click "Sign In" if necessary
Click the "Direct Message” icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

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16 days ago

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