Visitor
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1 Message
Need Internet Supervisor or at least Level 2 Support
My internet usage is 3.7 TB with 12 days left in the month. Normal usage is 800 GB / month.
I was on the phone with support that could not provide any details to devices using that data and when. After 30 mins I asked to be move to level 2.
I was on hold for 45 mins as she was trying to get a supervisor. When she finally got one she transferred me to a tech (not supervisor) who resets passwords and she had no idea how to help me.
meanwhile I received a message that escalation ticket had been created. I now have message it has been closed.
can someone point me in the right direction.
my ticket is [Edited: "Personal Information"].
I would love if someone from Xfinity can email me an update.
XfinityRichard
Official Employee
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3.7K Messages
3 hours ago
Good afternoon, @gabulldawg99 . I sincerely apologize for the frustration you've experienced. I can certainly understand your concern, especially with your usage already at 3.7 TB when your normal monthly usage is around 800 GB. Unfortunately, we do not have access to detailed device-level usage information or the ability to review individual data consumption. For concerns involving potential unauthorized usage, unusual data spikes, or account security, I recommend contacting our Customer Security Assurance (CSA) team, as they have specialized tools and resources to investigate data usage concerns more thoroughly.
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