U

Friday, May 3rd, 2024 10:02 PM

Closed

Monthly Data Usage Exceeded 1.2TB

Last week, we received an email saying we've almost reach our 1.2TB data limit. This has never happened to us before. In fact, here's our monthly data usage for a year:

May 2023 - 466 GB

Jun 2023 - 9 GB

JUL 2023 - 166 GB

AUG 2023 - 342 GB

SEP 2023 - 295 GB

OCT 2023 - 433 GB

NOV 2023 - 332 GB

DEC 2023 - 311 GB

JAN 2024 - 278 GB

FEB 2024 - 177 GB

MAR 2024 - 350 GB

APR 2024 - 1,255 GB

We don't have any significant changes to our online habits so I was wondering what's the cause of this. I restarted our router, changed the password, and restarted all devices connected to internet. I started tracking the data usage everyday in our xfinity account. While our normal usage is 20+ GB/day, I found out that there's some days it would spike to 90+ GB. April 25, 2024 was 91 GB, May 1 91 GB, and May 2 was 94 GB with only 5 devices connected and one of them is a printer. I searched here on the forum regarding this issue and found out that we're not the only one experiencing this.

1 Message

6 months ago

Exact same problems, starting around the same time. Xfinity is no claiming I’ve used an entire terabyte in the first two days of May. Online support was absolutely no help

Official Employee

 • 

621 Messages

@user_a8wpbt Have you attempted to reset your network's WiFi password? Are there any game systems connected to the network that may be downloading games and stuck in a loop? Any other troubleshooting steps you've taken on your end?

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

Visitor

 • 

4 Messages

6 months ago

We are experiencing the same issue for the last few months.  Our data usage has spiked an alarming amount to the point that I have stopped streaming TV (only watching broadcast) and have cut back drastically on amount of time accessing the internet. I have reached out to customer support a few times and they have been absolutely useless. It's nearing the point that we are paying for a service that we cannot use. We are beyond frustrated with the lack of explanation from Xfinity.

Official Employee

 • 

1.3K Messages

6 months ago

@user_hzhdw5 Thank you for connecting with us here in our community about your data usage. We are sorry to hear about the sudden change. We are glad to see you have taken steps to protect your network. Here: https://www.xfinity.com/support/articles/data-usage-what-counts-towards-my-data-plan is a helpful article as well. Have you added any new devices in the home, like security cameras or appliances that require internet? Have you downloaded and new streaming apps that may stay running in the background of your devices if you do not log out completely? There are some apps that will do this, and you would have to check all your devices for this.

(edited)

2 Messages

@XfinityLinda​ thank you for responding. To answer your question, no, we didn't add any new appliances or downloaded new apps. I disconnected our phones from wifi on April 23 and haven't connected to it since, but we still had data spikes after that. We have three computers but only one have streaming apps and I'm using it the same way as I always have the previous years.

Official Employee

 • 

1.3K Messages

@user_hzhdw5 Thanks for clarifying. We would like to take a closer look. Please send us a Direct Message with your full name and complete service address. 

 

To start a Direct Message: 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.
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

3 Messages

6 months ago

I had the same issue all of a sudden, then I was billed for  overages.  I never have received an answer of what could be causing the overages.  I live alone and am gone all days M-F.  All the comcast representative was offer me another plan.  So now that I am on this new plan, it is funny i have had no overages.  I am really upset about it  and to top it off over a year ago comcast representatives busted my waterline and my water bill was $100 - I spoke to someone and he said well want do you want and I said to be reimburse for the overage.  The same crew left a huge hole in front of the ugly green box that they placed in front of one of my bushes.  Not on the side or anywhere to conceal it. right in front of another bush.  I had to fill the hole in because I was scared someone woulld have hurt themselves it would be on me.  THEY HAVE DONE NOTHING.  THE NEXT SCAM THEY TRY TO PULL ON ME, I AM OBTAINING A LAWYER.  I NEVER GOT AN ANSWER AS TO WHY MY USAGE SPIKED AND NEVER WILL.  

Very disappointed with comcast.  I used to brag about how I loved it, but now I just feel like a used victim.

[Edited: "Personal Information"]

(edited)

Official Employee

 • 

1.2K Messages

Hi @user_cto0j6 Thank you for reaching out on the Xfinity Community Forums. It's incredibly upsetting to be hit with unexpected overages, especially when you haven't changed your usage patterns. We appreciate your message regarding your experience and sorry to hear it has been less than stellar. If you need assistance today with your account, we are happy to help. 

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

1 Message

6 months ago

Hi, I'm experiencing the same issue. My 1.2TB suddenly spiked from 256 gb from last month.

Official Employee

 • 

1K Messages

 

user_ngrnrq Has your usage changed, or do you have more devices active on your network then previously? 

 

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

New Poster

 • 

4 Messages

I just received our first email about getting near our 1.2 TB limit too.  The only thing that has changed was that 1) we accepted a new 2-year contract and 2) we got a new cable box, I replace our old one.  This seems odd that more than a few of us customers are getting this.  

1 Message

We’re having this issue after dropping our cable and just keeping internet. Never even half way close to going over the past 12 months. 

1 Message

2 months ago

I am having the same issue.  I am a teacher and have gone back to school this month and have received notice that I'm at the limit of my data when I'm not home at all during the week and just stream TV periodically on the weekend.  I have actually reduced my usage and I got an email at 12:20 AM saying I was at 75% of my usage for the month (it's the 19th) and again today at 7:25PM I got another email saying I've used 90% of my data.  In other words, I somehow used 15% of my monthly data while I was sleeping and then away at work for the day.  This is ridiculous.  You can't get anyone on the phone, and if you do, they cannot help.  Xfinity is a scam and stealing money from customers.  They should be ashamed of their business practices.  This has been happening for several of the last few months.  Unbelievable.

Official Employee

 • 

1.5K Messages

Hello, @klj7609. Thanks for reaching our team regarding the data concerns. Is there anyone else in the household that's using the internet any gaming/streaming that's done online? 

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
forum icon

New to the Community?

Start Here