No data usage since activation of new owned modem.

Last month I activated a new modem and after I did, I did not data usage for the rest of that month. Now that a new billing cycle has begun I still have not seen any usage for this month. My household has more than likely used more data than what is being shown which is zero. I really want to try and fix this problem without having to contact the number on the data usage support system as I seen other people have mixed problems with that means.

My problem is that where you see the modem in my account device tab it does not show any gigabytes used the bottom below the MAC says nothing at all like it did with the other modem. I used the Xfinity app to activate the modem which was more difficult than using the walled garden page where you would just enter account information, and confirm your address, then the system would do the rest for you.

How would I go about fixing this? I really don't want to incurr charges for data overages if I do hit them without any means of seeing the usage on my end.

Responses

santatollimus

Contributor

•

46 Messages

3 years ago

Hi I'm not official Xfinity support but I would like to offer my help.

When you activate via phone you bypass full activation which happens via customer support.
I know this because I own 3 cable modems and I have activated them all at least 3-4 times
within the last 2 months. Speed provisioning gets skipped as well as some other steps that are unknown to me.
bottom line:
Activating through your phone on your own doesn't fully activate or add the new modem to your account even if the model shows up in the app.

Lastly, sometimes the lease for your old modem has to expire before Xfinity sees the new modem.
It has been my experience that leases usually last up to 10 days before they expire so you're really
better off
1 opening the Xfinity app on your phone.
2. top right click the chat bubble
3. type in "chat with an agent"
4. select "internet issues"
5. select "chat with an agent."
6. select "chat with an agent now".
7. Agent says their scripted lines.
8. You state your full name and agent asks you to verify some account information.
9. You tell the chat agent you need to activate your new modem and you give them the HFC MAC address.
10. at this point chat support should finish the activation and provisioning of your new modem.

Warning: They will try to upsell you while you are waiting for activation.
Just ignore it. I don't even think they're typing it in I think it's part of an automated system
to try to upsell existing loyal customers while they are experiencing issues.

------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

(edited)

x_user1

Contributor

•

36 Messages

3 years ago

I have the same issue, but I always have been renting modem from Xfinity since the beginning of 2019 I used their internet service. I have unlimited data plan so it will not overbill me even if I go above the data cap. I feel it's difficult for the majority of work from home residents include students to not go above data cap each month since COVID started in 3/2020. I occasionally go below data cap but average about 1.5 - 3 TB per month depends on whether I have gaming laptops to download games from Origin/Steam accounts. I had to replace my over 1-year old modem with Xfinity because it had inconsistent signals or signal drop issue happened randomly during the day since 12/2021. It did not happen very often, but it bothered me for several weeks so I decided to make the switch. That signal drop issue also caused data waste since game download had to be resumed and used more data than it should be.

After I switched to latest model modem from Xfinity, my data usage was stuck at near 900 GB in February and never updated since 2/10. It's 3/3 now, but my March data still shows less than 1 GB used. Several agents from tech support, security assurance, and billing departments try to help but nothing changed. They all refer me back to higher level tech support. From my understanding, even if you go above the data cap before the problem is fixed, Xfinity should not charge you for extra fees after they fix the issue. You can dispute the overcharge if you rent their modem since that's not your fault. If you use your own modem, they can blame on your fault.

(edited)

santatollimus

Contributor

•

46 Messages

@x_user1 well said. and I'd also like to add. this data cap business didn't exist a few years ago.
It's a new system designed to upcharge existing loyal customers. Xfinity is tricking us into paying for extra services that we were already entitled to.
Oh your internet isn't working right? well pay us more money and we'll release the service you're already paying for.

:/\

------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

(edited)

3 years ago

x_user1

Contributor

•

36 Messages

@santatollimus Data cap has always existed in the U.S. but can vary by providers and regions. When I lived at Midwest prior to 2015, the data cap was around 250 GB but internet speed was lower than 35 mbps. With such slow speed, most people would not reach that small data cap anyway. After I moved to South coast, a local company got bought by Charter later on did not have data cap, so you only had to pay for what you need for speed. Charter (renamed Spectrum later) is the only national provider I know that has never imposed data cap to customers.

When I moved to Southeast region, data cap got imposed again with AT&T due to my apartment's sole contractor. AT&T internet always had data cap the same way as Xfinity (1024 GB prior to COVID started). I am not sure their data cap now because I live at West Coast and Xfinity is the best provider here compared to Century Link and other small local providers. Xfinity has had the data cap upgraded to 1229 GB per month since last spring. That's good enough for people who work from home or kids study from home. However, if you play or download any video games, that's not sufficient at all. Each game has an average size of 40 GB or more on Origin and Steam.

That's why unlimited data plan for extra $30 is must-have for families that have multiple devices streaming/gaming/studying/working at home. If you sign a contract for 12 months of service, that unlimited data plan can be dropped to $15 or less. I do not understand why people have time to complain about overage fees if such thing happens multiple times in a year but do not have time to sign up for unlimited data plan. $30 can only give you 150 GB of data if you choose not to get unlimited data plan when you exceed the data cap. That 150 GB is nothing when you download 2-3 games from Origin.

(edited)

3 years ago

santatollimus

Contributor

•

46 Messages

@x_user1 huge thank you for the correction and huge apology for the misinformation.

You have provided me with a profound amount of information. I am truly grateful.

As for videogames. All videogames are 20-120+ gb rn
In the future I would only expect those numbers to increase.
Unlimited data plans are a must because the datacaps are highly unrealistic for gamers.

------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

(edited)

3 years ago

x_user1

Contributor

•

36 Messages

@santatollimus The data cap needs to be raised more because there are way more people work from home since the beginning of COVID pandemic. Even if COVID cases are dropping each day, some companies have already adapted to work from home style and will allow employees to continue working from home. Also, if you have students going to school online, you will use more data. All of these may not reach the data cap at all. However, I think people will stream some videos while they are working from home. Not all tasks are interesting or challenging, so for easy tasks, you may have your music or video turned on while you do them. That change will consume more data than when you work at office. Especially after I upgraded to 600 mbps plan, Xfinity raised that to 800 mbps without additional cost a few months ago and that's the same price as 100 mbps plan due to a promotion contract signed. I am out of the contract now but the price promotion period has not ended yet.

With 600-800 mbps, you can easily burn a lot of streaming data. I like to watch movies and TV shows in fast forward mode without ads, so I have bought some videos from Amazon/Vudu and bought ad-free streaming subscriptions in the past. Even if you only watch a 90-minute movie in 10 minutes by skipping most parts, your data usage will still record it as 90-minute data used. That's because the speed is too fast to buffer completely in a very short time.

(edited)

3 years ago

x_user1

Contributor

•

36 Messages

My data usage was just corrected to count normally again. However, all data used in past three weeks were not resumed. This is not a complaint since no one wants to be counted for more data usage as they actually did. On the contrary, if your data usage was counted less than what you used, you should feel happy about that. I have unlimited data plan so it does not really matter. However, it's a concern that I cannot see my data usage changes, so I can evaluate if it's normal usage or not.

3 years ago

CCLuis

Problem Solver

•

493 Messages

3 years ago

Good morning, @strykerzr350. Thank you for taking the time to reach out to us. My household uses a lot of data, so I definitely understand the importance of being able to track your data usage on a monthly basis. With that said, it would be our pleasure to review your account in order to verify if your new modem registered correctly on our end.

Could you please send our team a direct message with your full name and full address so that we can assist you further?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

strykerzr350

Contributor

•

145 Messages

@XfinityLuis
I have now begun to see my data usage as of this month. However I have concerns about my modem not having the correct provision file for my subscription tier so I was wondering if it would still be okay, to message support to see if my device is configured correctly?

I would like to offer feedback as well, could we have it to where we can activate modems without using the Xfinity app? We used to could use the walled garden page and with a few clicks we were online. The system would add the modem instantly and remove the old one. I feel the 1.2 terabyte data limit could be abused with this new way of activating devices.

(edited)

3 years ago

strykerzr350

Contributor

•

145 Messages

3 years ago

I still would like to know if I could make sure my modem has the correct provisioning file and make sure it is fully functional with the network.

Thank you!

CCDevin

Problem Solver

•

735 Messages

@strykerzr350
Good morning! How are you today? Sure, we can definitely take a look at the bootfile and make sure your modem is provisioned for the correct speed tier. We can check all the signal levels and make sure everything is working smoothly. Could you send us a direct message with your first and last name and your complete address to get started, please?

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 no longer work for Comcast.

3 years ago

Your Home Network

strykerzr350

No data usage since activation of new owned modem.

santatollimus

x_user1

santatollimus

x_user1

santatollimus

x_user1

x_user1

CCLuis

strykerzr350

strykerzr350

CCDevin

New to the Community?