1 Message
My Internet Data Usage looks incorrect
For the month of september, I received a notice that I was at 75% of my data usage for the month on the 29th of the month. The first such email I'd gotten, so I logged in to my account to see where I was at. Sure enough, I was at around 950 GB of the 1.2 TB available. No big deal though, there were only 2 days left in the month. I logged in the week of October 1st and saw that I was at just under 1.1TB for September, so nothing to sweat I'd managed to stay under the cap.
Now I'm keeping an eye on usage since I know it was higher than usual in September. I log in today to find that I'm somehow measured at 889GB already for October. I also noticed that my prior months all look higher than they did last week, and all of them over the cap yet somehow i was never charged overage. For the september case, it now says my usage was 1950 GB.
I'm also noticing that on the usage page my modem itself says its only used 447 GB.
So what gives? did I somehow retroactively use 800 GB of data in September? Have I already used 70% of my data cap for October? Or is this page just completely busted?
Do I need to use my router to keep an audit log of usage in case I have to dispute charges?
Answer348
Frequent Visitor
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10 Messages
2 years ago
I watch my data usage like a hawk, and I noticed the same thing as of today. I went into my account, and all the previous months have inflated numbers as well. It actually looks like they were doubled somehow.
Edit: There’s a thread on the Comcast_Xfinity subreddit indicating that this is a known issue. No mention of how long it will take to resolve and whether people will be charged overage fees in the meantime.
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BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
They haven't said what the problem is, but one of their employees finally 'fessed up in https://forums.xfinity.com/conversations/customer-service/data-usage-problem/65248627697e8c6b344613b3?commentId=65260076f8fcd3407e3c6299&replyId=6526014796e42961f081ff26 that there IS a problem.
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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clone1008
Visitor
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4 Messages
2 years ago
I would suggest that anyone experiencing this issue to call into Customer Security Assurance @ 1-888-565-4329 from 8:00am - 12:00am Eastern Time. They will verify what they actually see on their end which is almost exactly half of what we are seeing. But the bigger reason to make the call is that you go on record as being aware of this and they setup a flag on your account to notify you when the problem has been corrected.
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XfinityChelseaB
Official Employee
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1.6K Messages
2 years ago
Hello @lrbuermann, Thanks so much for taking a moment out of your day to leave a post on our community forum. It looks like the community has all the correct information, and we would suggest you reach out to our Security Team for further help with this concern at 1-888-565-4329 from 8:00am - 12:00am.
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