Visitor
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1 Message
Internet Usage Skyrocketing
Last month, my internet usage skyrocketed for absolutely no reason. I'm actually using less internet than I have before, because both my husband and I are working in the office now. Our internet usage should be dropping, however, for some reason we were already at our limit on April 10. My husband reached out last month and the Customer Service line said they would call him back with an answer. It's now May 18 and we've never been helped. Again, our internet usage is extremely high, even though we're not actually using the internet as much. We've changed our password and confirmed the only devices on our internet are our phones and laptops. We need this answer fixed, because we cannot keep being charged for internet that we are clearly not using.
Thank you.
CCElizabeth
Problem Solver
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908 Messages
2 years ago
@user_44949a
Hey there. Thank you for taking a moment to reach out to our Digital Care Team on these boards. You are right to be concerned, and you did well resetting your WiFi password as a troubleshooting step. Many things can cause excessive usage. To get to address this appropriately, please reach out to our Customer Security Assurance Team via their website here: internetsecurity.xfinity.com/help/report-abuse.
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MeatMonster
Visitor
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1 Message
2 years ago
I had a similar issue the last few months. This month, so far, my data usage has been normal. The issue seems to have been the “free” streaming box included with internet service. Once I disconnected it from my network, usage has returned to normal. Maybe they plus up data usage in an effort to upsell “Unlimited”? Maybe their stream box is hot garbage? This coupled with random outages and speed reductions is seriously making the case to get Starlink. Comcast needs to do better.
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BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
If the box was a "Flex" box that may well have been the cause. Unlike viewing channels on a standard cable box, the fine print for Flex on https://www.xfinity.com/learn/flex says:
And https://www.xfinity.com/support/articles/xfinity-flex-faqs says:
So even if the box itself is "free", using it might cost you some money.
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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user_a6d962
Visitor
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5 Messages
2 years ago
I'm having the same issue, and I am enraged. I opened a case with technical support over eight hours ago, and still haven't gotten a response. My usage actually was lower this month due to me traveling and canceling my Netflix, but somehow it mysteriously doubled without any reasonable explanation, and the "solution' I've been offered is to upgrade to a new plan. That's not going to happen. I have never used even 75% of the monthly data I actually pay for in over 2.5 years. No one at Xfinity technical support could provide a daily breakdown of the usage, either, or tell me when the supposed spike(s) occurred; if you can bill for it, there is CLEARLY a record of it.
This whole situation feels super fraudulent, and I think I'm going to file complaints with the FTC and my state attorney general's office, along with my state's consumer protection division. I shouldn't have to spend hours of my personal time trying to contact Xfinity by phone, chat, forum and app to resolve a problem of their making.
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