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user_j46ioh
1st Topic

2 Messages

Friday, November 24th, 2023 2:39 AM

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Spike in WiFi data, no change in usage habits

For years my monthly wifi data usage has hovered around 600-700 GB per month. Then suddenly nearly every month since May, I’m near reaching my threshold limit of 1229 GB. I have no additional devices and no change in my habits.  When possible, I’ve changed all my settings to low data/data friendly and have even begun monitoring the usage on my devices and this just isn’t adding up.

Two days ago I was alerted that 75% of my data had been used, today I’ve received notice that I’m at 90%. My account usage tracker shows that I used 60GB of data over a 20 hour period - even though I stopped using wifi on my phone and tablet. 


I’ve read of many others having this issue and that the only help provided is the suggestion to increase plan allowance. Within this most recent cycle, I’ve also experienced two power outages in which I did not have any wifi access for two days.  I’ve checked the devices on my network and it’s not being drained by someone else locally, but there’s no way my usage essentially just began to double without there being some other issue afoot.  

Question

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Updated 

1 year ago

257

3

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XfinityJeniece

Official Employee

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3K Messages

1 year ago

Hey there, @user_j46ioh thanks for reaching out through Xfinity Forums regarding your data usage. I completely understand wanting to ensure your data usage is correct. Have you checked all of the devices connected to your Wi-Fi to ensure there are no devices you do not recognize? Also, have you tried changing your Xfinity Wi-Fi password to ensure no one is connected to your Network without your consent? Here is a link with the steps on how to view the connected devices, https://www.xfinity.com/support/articles/manage-wifi-devices-my-account.

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user_j46ioh

2 Messages

As mentioned in my original post, I have viewed my devices through my personal router to confirm there is no unauthorized usage.  I have attempted to follow your instructions to check through Xfinity, but the pathway in your link instructions does not exist on the website or within the Xfinity app - and I have been told by a service rep that xfinity cannot track devices on the network anyways. My password has been changed. I have monitored data usage on all connected devices through data tracking apps and the amount of data logged, does not align with Xfinity’s calculations. Xfinity is logging an average of 20 GB per 6-8 hrs, while all my devices add up to 12GB over multiple days. 

1 year ago

0

XfinityJeniece

Official Employee

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3K Messages

Thank you so much for confirming. At this time, if you are having disputes with the data being reported I would recommend reaching out to our Customer Security Assurance Team, and they would be happy to take a deeper look into your data usage. You can reach them at their website, internetsecurity.xfinity.com/help/report-abuse, or by calling 1-888-565-4329. Let us know if you have any additional questions! 

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
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 year ago

0

user_7b21bf7979

Contributor

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24 Messages

1 year ago

I am also having the same issue. Average of 600-700 prior all the sudden almost 1000. I am also skeptical of the other months. Checked my PC data usage in windows 11. It only shows 5Gb for the last 30 days

1

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XfinityKrista

Official Employee

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1.5K Messages

Hello @user_7b21bf7979, thank you for taking the time to reach out on social media.  I understand your concern with the speed, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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 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 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@user_7b21bf7979 

Please create a new topic of your own here on this board detailing your issue. Thanks. For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's thread can delay getting help.

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