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.  

@XfinityJohnG​ Hi, John. I'm having the same problem as the OP. We're only 8 days into the month, and I just got a text saying that I've already used 100% of our data for the month, even though our usage is the same as usual (i.e. pretty low; we don't do any gaming, we don't stream 4K videos - or much of anything for that matter, or do anything else that should be using anywhere near that much data). I just tried the link you recommended above (https://internetsecurity.xfinity.com/help/report-abuse/), and unfortunately, it was quite literally useless. Below is the message I got when trying to reach the customer security team: 

Bad Request

Your browser sent a request that this server could not understand.
Size of a request header field exceeds server limit.

Can you please provide a link that actually lets me reach the customer security team to check on and dispute data usage issues? Thank you.

Our Customer Security Assurance team can check into this for you. This organization has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud, and other security issues. Contact: 1-888-565-4329.

Hello @user_fdipuv, thank you for taking the time to reach out on social media. Our Customer Security Assurance team can check into this for you. This organization has been established to ensure a safe and secure online experience for Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud, and other security issues. Contact: 1-888-565-4329.

@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.

Hi there @user_xxolt7!  We greatly appreciate you taking time out of your day to reach out to us here and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

The same thing starting last year, it just start going over with no difference in my household. The only time I would expect it to is over summer when the kids out of school. But it has been non stop causing me to be unable to pay my bill. And going through disconnect and reconnect. Definitely about to cancel, cause this is not in the ordinary. Never had this problem of the past 6 years I been with them.. 

@thet​ I had identical overusage and a spike in data, but my computers are using minimal data, as are all phones.  This has been verified.  

Hey there, @user_toh3kp thanks for reaching out through Xfinity Forums regarding your data usage. Here is a link with ways that you could have background data being used, https://www.xfinity.com/support/articles/xfinity-internet-background-data-usage. If you have questions regarding your data usage, I would recommend reaching out to our Customer Phone Support at 1-800-Xfinity (800.934.6489).

@user_toh3kp​ 

Same here. 

Hello @user_fkcigl. Here is a link to see your data usage https://www.xfinity.com/support/articles/data-usage-usage-history

@user_toh3kp​ same thing here, about Jan 16th I get a 75% data usage message, then 6 days later at 100%. Over double what we normally use and the month isn’t over yet.

@XfinityWilliam​ 

This link is not relevant.

It just shows a list of articles, none of which are what you reference. 

Hey @user_cto0j6,

Thank you for visiting our official Xfinity Community Forums support page. I would be more than happy to help address any questions or concerns you may have regarding the Xfinity Internet and the Usage Based Billing. 

If you are located within an area that has Usage Based Billing for the Xfinity Internet, our Xfinity Internet plans include 1.2 terabytes (TB) of data a month. This is per calendar month, so the 1st though the 28, 29, 30, or 31st of the month depending on the month. Customers who use more than 1.2 TB of data in a month for the first time will not be billed for exceeding the limit. After that, blocks of 50 GB will automatically be added to your account for an additional fee of $10 each plus tax. 

You can view your Internet usage by visiting the Xfinity Internet Data Usage Meter which can be found by Clicking Here and signing in with your Xfinity ID. You can also review past months' history as well. 

We highly recommend viewing our "Questions and answers about our Data Usage Plan" support page where we have many articles that go over the Data Usage Plan, what counts towards your data, and more. We would not have any information on specific device usage. If you have any other questions, please do not hesitate to ask. We are always happy to help. 

@user_hmzx94​ I was given a link to follow for suspected fraud and the link didn't work, I tried three times.  Out of frustration I signed up for the two week trial of T-Mobile 5G, and after hooking it up it seems my Rokus truly are eating data for some reason.  I'm still trying to figure out how a Roku on 720p is consuming so much data.  So no, Xfinity did not help to resolve my issue and I do still have a problem, but at least I can tell it is not fraud.  And for two weeks anyway, I have unlimited data for free to figure it out.  Have to do some checking on the Rokus and maybe some speed tests to figure out what the future holds.  If you're tech savy you can download and run PRTG software to figure it out, but for me the software was more confusing than my original problem!  Good luck!

@user_hmzx94 I can understand the frustration, have you already attempted to reach out to our Customer Security Assuance team? They are a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud, and other security issues. If you haven't contacted them yet you can contact them at: 1-888-565-4329.

Wow I can’t believe I found this thread. I also just got an email saying I’m at 75% of my data usage. Never had this happen to me before and no changes to my behavior. 

Good Morning, @user_ck4www! That certainly is not the experience we want you to have with us. We would recommend checking all the devices within the Xfinity App to see if you are showing a spike in usage on any specific device. If you are not seeing anything unusual, we would recommend reaching out to our CSA team, and you can find their information here https://internetsecurity.xfinity.com/help/report-abuse! Please let us know if you have any further questions/concerns. 

@user_uizui4 it is definitley not good to hear that your usage has gone up, and we do want to ensure it is always reporting accurately for you! We did have an issue in the past that was corrected where the usage meter displayed higher usage than what you used, but our security team worked hard to ensure that was fixed. So, you should no longer be seeing this. I would like to pull up the account to help compare usage and ensure we get you in touch with the correct team if needed! Can you send our team a direct message with your full name and address so we can take a deeper look into this together? To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!

@XfinityAdrienne​ yea been there done that. Contacted you and got zero help. Said they couldn't see my devices and had nothing else to say about the spike in data usage. The app keeps making me sign in too which is annoying and very inconvenient. I'm already logged into the app. Why do I have to put my username and password again to look at my bill and then to look at my plan. Xfinity needs to do better but that will never happen. No one cares about all the comments on this thread about their data spikes and issues. I see the same generic auto response which is just what I got. [Edited: "Language"]

@user_ck4www, I'm sorry to hear that our CSA team could not be of more assistance. Currently, that is the go to team for any disputes about data usage, and if there was a problem with data reporting, they are also the team that helps identifies that. Generally, we are unable to see devices and exactly what data is used towards, but the usage reporting is very accurate. 

If you think there might be an unauthorized device on your network that is consuming data, it never hurts to resecure your network. You can do this by changing your network name and password, and reconnecting the devices you trust. 

In the event that something does come up, and there is a known issue with the data reporting, rest assured our teams will find and correct it. If that does happen, I'm confident that customers with data usage fees will be properly compensated. 

@user_c2ja6r Please send us a direct message, we will be happy to take a look into this issue. Thanks! 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

@user_c2ja6r​ We should not have to babysit our data to a cap. Why would one have services synchronized to an app? As I found out, it is a sneaky way for Xfinity to upsell you to unlimited and make you pay the extra $30. 

@user_9k7vny Thank you for reaching out via our Xfinity Community Forums. I would be concerned if I saw a large jump in my data usage too and would be happy to look into this with you. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Exactly! I just spent 2 hours on the chat with "Marcus". Nothing this scripted support rep told me corrected the issue. what is happening is we are more and more streaming programs rather than watch linear TV. We do not realize it, but the data that is being streamed is high and taking up these caps. Xfinity should know this, but instead of helping, they took away the data usage option from the router, app and web access. All they give you is a chart. So, there is no way to pinpoint the offending data terminal/TV. Taking away the means to monitor traffic from your data terminals is a sneaky way to force one to pay the $30 for unlimited data. Sadly, their monopoly at my location forces me to have to pay. AT&T Fiber fell short 5 miles from me and no Google Fiber. I hope someone in corporate will see this or the rest of the users looking for help will post their findings, as this looks to be an escalating issue for most these past 2 months. 

Hello @user_3vfy6z. Please utilize the number above to contact our CSA department about your data usage. They can dive deeper into this issue and get your concerned squared away.

@user_cvms Simple things like certain 4K shows coming to an end, or switching to other games that don't require so many Gigabit updates can make a big difference. Especially with a bigger family. The Unlimited Data feature is awesome, but if you don't need it we can help remove it successfully. You can always activate it again if you find it's needed in the future. 

Send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
 

Here's the detailed steps to direct message us:
 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this 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

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

• Press Enter to send your message
 

Let me know if you have any questions.