Friday, September 29th, 2023 8:19 PM

Internet data usage is unusually high

I have been an xfinity internet and mobile customer for over 7 years. I have never paid attention to my internet data since I never exceeded the 1.2TB cap, until August this year. It suddenly doubled my July's usage of ~800 GB to over 1600 GB and reached 90% by the 22nd of Sept. There are no new devices added to my network recently and have been using the internet same as always (no gaming etc.). I started to monitor my internet data usage with my wifi router and compared it with the xfinity meter. I found the xfinity meter number is shockingly bloated. For instance, on 9/28, my router shows <3 GB usage (I turned off modem for most of the day to save the data usage) but a live xfinity agent told me I used over 9GB for the same period, he admitted there is error on their meter, and opened an investigation.

This data overage has caused us a lot inconvenience and my family was forced to use more mobile data and got data overage mobile bill too. I hope xfinity can provide a clear explanation and solution.
P.S. We have no need or interest in the unlimited data plan based on our normal use.

Official Employee


541 Messages

2 months ago

Thank you very much for reaching out to us here @user_b778a1. I can understand the inconvenience of those data use issues. You can always reach the customer security team at https://internetsecurity.xfinity.com/help/report-abuse/ to check on and dispute any data usage issues. 

1 Message

I also am having an unexplained, huge increase in data usage.  We typically use no more than 15GB per month.  So far in October (2023) we have used 36GB.  I tried to contact a human at Xfinity to discuss, which, apparently, is impossible to achieve.  I am ready to cancel my service.  

1 Message

4 days ago

I too have experienced excessive data usage, double of what i traditionally have used. The spike occurred over last Labor Day weekend when xfinity in fact was out of service for over 24 hours. I heard different stories as to why they were down but nothing concrete. We were out of the country for 2 weeks in September yet our data usage still was high, spiking again using almost 800 gB in 2 days which was our usual usage for ONE month. The first 3 days of Oct it showed usage of over 1 Tb so i called xfinity. After a lengthy discussion I decided to convert to an unlimited plan but had to sacrifice some services to keep my monthly charge the same or less. I am not happy about this and will be exploring alternative services. Ironically the usage during Nov has been what I typically have used. Ie 500-750 Gb/month. 

Official Employee


1.6K Messages

@user_o50iwq At this time data usage is verified by an independent, third-party auditor. The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by following this link: https://internetsecurity.xfinity.com/help/report-abuse/ or by calling CSA Toll-Free Number: 1-888-565-4329.

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