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jimnew
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Regular Visitor

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7 Messages

Thursday, January 30th, 2025 10:50 PM

Jump in usage

In July my usage was 400gb, about normal.  Starting in August usage jumped to 900gb and has gone from there. In January I was warned that I would be charged for exceeding my data usage. I have the same number of devices but do not know what could be causing the jump.  

I have other usage issues but never seem to see a concrete answer on what is wrong.

Any help would be appreciated.

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Updated 

12 days ago

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XfinityJustinC

Official Employee

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1.1K Messages

2 months ago

Hello, @jimnew thank you for taking time to create a post. You've reached out to the right place for support in regard to your data question. From experience, I know once the option to check specific device information for data usage it has been harder to pinpoint when ther are increases. 

I'm sure you may have already reviewed this great article on our website or the great Xfinity Forums knowledge base: https://www.xfinity.com/support/articles/data-usage-plan. 

From experience the main increases that I seem to notice are if I have any Apps or programs running in the background on my devices I'm not aware of. When streaming if I'm watching a higher resolution like 4K content that takes more data. And the other option I can think of is if there is an unknown device connected to your home network (but sounds like you don't see any difference in devices connected). 

I would be happy to check in the back end of our system to ensure there aren't any unknown devices connected. Please let me know at your convenience. 

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jimnew

Regular Visitor

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7 Messages

I went to my local Xfinity store to investigate my overages but the person I talked to indicated because of privacy issues he was not allowed to look at my devices.  I asked if there was a customer service number to call and he said they could not help because of the privacy issues.

I showed him the app and it showed my devices but he thought I may have been under charged in the past. 

He finally gave me a new modem to install but it has only been since Monday so I cannot tell if it is better or not.

Would you check to see if I have unknown devices or what devices are causing the jump in usage?  I give you permission to search my account it that helps.

Thanks

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2 months ago

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jimnew

Regular Visitor

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7 Messages

@XfinityJustinC​

I went to my local Xfinity store to investigate my overages but the person I talked to indicated because of privacy issues he was not allowed to look at my devices.  I asked if there was a customer service number to call and he said they could not help because of the privacy issues.

I showed him the app and it showed my devices but he thought I may have been under charged in the past. 

He finally gave me a new modem to install but it has only been since Monday so I cannot tell if it is better or not.

Would you check to see if I have unknown devices or what devices are causing the jump in usage?  I give you permission to search my account it that helps.

Thanks

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2 months ago

0

XfinityJorge

Official Employee

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2K Messages

Thanks for the response and our team is happy for the chance to work together with you today. To get started @jimnew can you send us a DM with your full name and service address? 
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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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golux13

New Poster

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1 Message

@XfinityJustinC​ I have a similar issue. My usage jumped from 825GB in November to 1237GB in December. I have looked for a daily usage breakdown, but all I can find is monthly. I'd like to know if the increase is consistent across all days of the week (hourly would be even better) or if there are some days where usage seems excessive. Is such information available?

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14 days ago

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XfinityJeniece

Official Employee

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3K Messages

Hey there, golux13, thanks for reaching out through Xfinity Forums regarding your data disputes. You would need to reach out to our Customer Security Assurance (CSA) Team with any data concerns, and they would be happy to go over any data usage with you. You can reach them at their website, https://internet-security-site-web.as-g7.cf.comcast.net/help/report-abuse or by calling into support and asking for CSA, 1-800-Xfinity (800.934.6489).

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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12 days ago

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