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user_grp93m
1st Topic

1 Message

Tuesday, November 5th, 2024 2:12 AM

Massive data spike

I have been an internet customer for over 20 years and am absolutely fed up with the unsubstantiated data spikes that have hit my account over the past year.  Without changing anything related to internet usage in my home the data that I have used has managed to go from 58GB to over 2000GB? Please help me understand how this is at all possible?  I have done everything that Xfinity has suggested and been a loyal customer for decades.  I am quickly realizing that customer service and honesty are not qualities that are not priorities for Xfinity

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5 days ago

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XfinityVictor

Official Employee

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927 Messages

1 month ago

 

user_grp93m Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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user_55thnm

1 Message

10 days ago

I am also experiencing this issue.  I've subscribed to Xfinity for 6.5 years.  Never ever been close to my data cap.  I moved to a new address in July and ever since then I've routinely been exceeding or right up against my cap.  Yet my Eero network shows that I'm using half the amount of data Xfinity says I am every single month.  Its getting absurd now.

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XfinityVianney

Official Employee

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1.8K Messages

@user_55thnm, Thank you for bringing this to our attention, and I truly appreciate you sharing your experience with us. I understand how frustrating this must be, especially since you've been a loyal customer for 6.5 years, and this change occurred after your move. I’m here to help you get to the bottom of this. We are limited regarding what we can see as far as what device is using the data, but we can review overall usage. The best route would to be speak with our Customer Security Assurance Team. They can be reached at our support line at 1-800-Xfinity to address your concerns if you feel the reporting is incorrect. Have you been monitoring your daily usage of the Xfinity App? Have you seen more usage on certain days than on others?

 

(edited)

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