Visitor
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6 Messages
spike in data use
I have had a sudden spike in data use. Last month we went over the 1.2 tb cap, but the fee was waived. This month, we have already exceeded 75%. After looking through these forums, I found many people having the same issue and a security number was listed. I called the number. Abby tried top get me to switch to an xfinity modem and pay them more money so they can track the usage. After a run off bad luck with modem charges for equipment I had returned, I will never pay to use their equipment. I can track usage on my tp-link router, and I'm nowhere near what they say I'm at. I asked for her to provide me with days and times that I used the most data. One of the days I was barely home and there is no way the number she gave me was accurate. I asked her to provide me with more information on usage and dates, which she would not provide. I don't believe anything she told me. Her only solution was for me to call the manufacturer of the modem. There is nothing wrong with the modem. Through their app I can see all devices connected to my network, and get notifications of new devices trying to connect. There are no unwanted devices on my network, and it is not realistic that I've already used that much data. I have seen tons of other people with similar issues on this forum, but no solutions have been offered. This is very frustrating, and I feel like xfinity is creating this issue to drive people to use their equipment to make money through rental charges, and allow them to further mine customer information.
danpohlig
Contributor
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20 Messages
2 years ago
Best way to troubleshoot is unplug your modem completely for about 48 hours. This will account for the delay in data usage being shown in your meter (it’s not real-time and could be delayed up to 24 hours). If total usage stays the same (ie zero usage while modem unplugged), then it was some device connecting on your home network. It’s not the most convenient but it will show you for sure.
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user_bb6402
Visitor
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4 Messages
2 years ago
Same exact issue here from Boulder, Colorado! I'm on the phone with their "CUSTOMER SECURITY ASSURANCE TEAM," and they are unable to provide any answers while transferring me around in circles. We've been having this problem for a week and I have been on the phone with them every day trying to resolve. We have even switched out our modem, changed passwords, unplugged most devices and nothing has helped. Our highest day of data use is also a day where no one was at home using the service. They cannot explain why or articulate which devices are sucking the data. Our monthly average before this month was less than 500 gb, and now we are at nearly 2500 which absolutely no change in user behavior. Every time I call Xfinity, they try to upsell me on their "Unlimited Data Use Plan. " Hmmmm, could this be a funny coincidence? Supposedly I will receive a call back from their "Tier 2 CSA Agent" within the next few hours to help me investigate what's happening. I will provide an update here if I'm lucky enough to actually have this conversation.
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CCLamont
Problem Solver
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519 Messages
2 years ago
Hey @user_63e9ef I know it is concerning to use more data than expected. No need to worry I am here and would love to go over the account together. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
See https://comca.st/3KQF8q9r for an example.
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user_bb6402
Visitor
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4 Messages
2 years ago
My first update is your Customer Security Assurance team never called me back.
Here's my second update. I sent a direct message to your Xfinity Support team like the two employees above suggested.
First your message bot suggested I use the Xfinity app. When I told them I've been on the app for weeks, I got this as a response:
(Message from Xfinity Support)
Our CSA Team are the ones who have the tools to research into this issue of data. We have tools here, but are much more limited. To clarify, have you spoken with our CSA team today regarding this?
The circle continues and your customer service is laughable.
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user_63e9ef
Visitor
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6 Messages
2 years ago
Update: I have reached out to the chat bot, and was directed back to the security team, which were absolutely no help previously.
I have also reached 100% of the data cap and they will now start charging me $10 per 50 gb of overage. Since they state I used the remaining 25% of my initial data in the last five days, it is likely they will report that I use another 300 gb in the remaining days of this month, so another $60 worth of charges for data use.
I don't believe this amount of use is possible since over the last year we have been averaging 600 gb per month aside from the last two months. There have been no new devices added to my network, nor has there been any excessive use at my home. I really feel like this is all a scam that xfinity is creating to push their customers today to use their equipment, or pay more to use "unlimited" data.
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user_63e9ef
Visitor
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6 Messages
2 years ago
I have now been chatting with customer service for three hours. They have not explained the overages, and have often left me hanging in the conversation for a half hour at a time. They said they can look at promotional packages and offered me the $30 adder for the unlimited plan that has already been offered before. This is a 75% increase over my current plan, and still does not explain why I have used more data the last two months vs. the first 8 months of my contract. This is horrible customer service.
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user_63e9ef
Visitor
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6 Messages
2 years ago
Another update: I have now exceeded 1.4 tb of data for the month, with another day still remaining. My account shows $50 in overage charges. My normal bill is only $39.99 and the overages are excessive. Nobody has still explained to me why my data use has more than doubled what it was a few months ago and I will be contacting xfinity customer service later to dispute the overages again. This is such a a scam, and customer service is laughable.
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maryclover
Frequent Visitor
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8 Messages
2 years ago
I am having the exact same issue. I spoke to the "Customer Security Assurance Team" numerous times. I was "escalated" to Level 3, but never received a call back. I had to call them back on several occasions. Finally a customer service rep named "John" told me I was having a software issue and he would adjust my modem so that my devices would not be causing data spikes. I knew he was yanking my chain, but hoped he was actually doing something while keeping me on hold for 40 minutes. In a normal month I use at MOST 550 gb of Data. In December I topped out at 3700gb. I've checked my data usage every day this month. I know there is a delay, but I went from no data usage on 1/4 to 560gb on 1/6. That is ridiculous. I too live alone and while I work from home, I'm not downloading massive amounts of video or streaming 10 hours a day. I called back today on the Customer Security Assurance number and was told I have to call back tomorrow. I hate to give up my cable, but I may just go with the unlimited data and just do streaming. I've been a Comcast/Xfinity Customer for close to 20 years. Their customer service has never been great, but this is beyond ridiculous. They can tell me every device that is connected to my network, but can't tell me which devices are using the most data. I am honestly at my wits end. The number of hours I've spent on the phone attempting to resolve this is laughable.
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user_b330ae
Visitor
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3 Messages
2 years ago
This is 100% what is happening to me. I tried for 5 hours to get someone to help with 6 different people no luck. My November double then my December doubled my November and went over. My January says I’m at 1000gb and I was gone 10 days and I live alone and share custody. My internet usage is exactly the same as it’s been for last year. I have notifications if someone tries to get on my WiFi. I finally gave up and asked for unlimited which is a scam I know it is!!! I knew I would be double this month and was not about to pay over 100 in fees. I feel we all need to complain to the FCC. They did this to customers in 2019!!! They had to pay credits back!!
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user_313317
Visitor
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4 Messages
2 years ago
This is EXACTLY what is happening to me right now in Portland, OR. My data started spiking in December and has continued into today. I normally use less than 500GB of data and in December it spiked up to 1,425! They're trying to say that in the past TWO DAYS I've used 322 GB. In fact, it jumped from 313 GB to 322 GB in ONE HOUR. This is TOTALLY ridiculous. I've made at least 20 phone calls since December, spending COUNTLESS hours on the phone, and been told to buy a new modem, buy a new router, update my router's password check my app to see how many devices are connected to my router and more. I have done EVERYTHING I've been told, spending over $150 in the process. I REFUSE to spend an extra $30 per month for unlimited data. Yesterday when I called the technical support operator told me that this is a KNOWN ISSUE, yet when I called today (five times) everyone I spoke with denied it. I'm stuck in a building (which is secure, BTW) that is only wired for Xfinity, so I guess I'm going to have to look into new 5G services offered by T-Mobile and Verizon since no one at Xfinity will help me with the problem. I've been an Xfinity customer for over SEVEN YEARS but unless they address this issue I'll be cancelling.
(edited)
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Dpd179
Visitor
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1 Message
2 years ago
I too am going through the same this. Up through December the high was 640. Jan and Feb it nearly doubled , just like everyone else nothing new or change in behavior. Couldnt change the password, even CSA couldnt access and change. I was advised there was a problem with the line and or gateway. Tec is coming to change line and gateway and we will see.
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